Here you can find out how to submit a complaint and what the full processes is.
Jump to
- How do i make a complaint
- What happens after i submit my complaint
- What if i'm not happy with the final resolution
- How long do i have to respond to the final resolution letter
- Where else can i get advice or help with my complaint
1. How do I make a complaint?
You can easily make a complaint by:
- Calling us: 0191 622 0102 (choose option 1).
- Emailing us: complaint@oneutilitybill.co.
- Using our webchat feature at https://oneutilitybill.co/.
- Writing to us at 5 Media Exchange, Newcastle upon Tyne, NE1 2QB.
Remember to include your property address, contact details, and as much information as possible about your complaint to help us resolve it quickly!
2. What happens after I submit my complaint?
Once you've submitted your complaint, and we have received it, we may need to ask you for extra information to help resolve your problem.
Your complaint will then go to the relevant manager, who aims to resolve it within 5 working days.
If we need more time, especially if other companies are involved, we'll let you know and keep you updated. We expect to give you a final resolution within another 30 working days.
3. What if I'm not happy with the final resolution?
If you're not satisfied with our final resolution, you can contact the Dispute Resolution Ombudsman (DRO) within 3 months of receiving our final response.
They're an independent, not-for-profit organisation approved by the government to help resolve disputes.
You can learn more about them at http://www.disputeresolutionombudsman.org/ or by calling 0333 241 3209.
4. How long do I have to respond to your final resolution letter?
You have 8 weeks to respond to our final resolution letter. If we don't hear from you within that time, we'll close the complaint.
5. Where else can I get advice or help with my complaint?
For additional advice and helpful information, you can always get in touch with the Citizen's Advice Service via their website: https://www.citizensadvice.org.uk/.