Dispute Resolution for Energy Brokers

With effect from 1^st November 2024, Dispute Resolution Ombudsman (DRO) provides Alternative Dispute Resolution (ADR) services to energy brokers.

In a drive to improve outcomes for all parties DRO has widened its remit to accept disputes from microbusiness and small business customers of energy brokers who have committed to our fully compliant scheme.

Our service is delivered by a legally trained team who will investigate complaints fairly and impartially and utilise legal principles to ensure fast and accurate outcomes.

Our cost-effective solution can help enhance your service proposition and create greater confidence for you and your customers.

Who is Dispute Resolution Ombudsman?

DRO is part of The Ombuds Group and has been providing ADR services for more than 30 years. In addition to DRO, we operate schemes including the Rail Ombudsman, the Furniture and Home Improvement Ombudsman. We also provide services to the Water Industry, the BBC and the Independent Football Ombudsman (IFO).

Register with Dispute Resolution Ombudsman

Registering with DRO is simple. Complete our Application Form and return it to us at membership@disputeresolutionombudsman.org

Once we receive your completed form, we’ll complete our checks and confirm your registration within 5 working days.

Why register with DRO?

Ofgem states that suppliers must only work with TPI’s, who are registered with a Qualifying Dispute Settlement Scheme (QDSS).

Being registered with DRO will allow energy brokers to continue selling energy contracts to suppliers who have microbusiness and small business customers.

Want to know more?

Have questions about becoming a member? Why not schedule a call with our Membership Director – Richard Griffin.

Current Broker Register

DRO-Energy-Brokers-Register.xlsx

FAQ's

What is ADR?

ADR is Alternative Dispute Resolution and DRO is a dispute resolution scheme that provides customers with a route to redress when a dispute occurs. DRO is approved by the Chartered Trading Standards Institute and fully compliant with the ADR Regulations.

Does a broker have to be a member of an ADR scheme?

Yes. It is a licence condition placed on suppliers that they can only work with TPI’s who are registered with a qualifying ADR scheme. DRO meet all the requirements required under QDSS and is recognised by a majority of suppliers as QDSS compliant.

Who offers ADR with the Energy Sector?

Alongside DRO, the other providers are the Energy Ombudsman, the Utilities Intermediaries Association (UIA).

What is QDSS?

QDSS means “Qualifying Dispute Settlement Scheme” – it’s the guidance that Ofgem have issued confirming what criteria an ADR provider should meet. This includes things like, being independent, having a mechanism to make binding decisions, offer translation services etc. Its principles are based on the ADR Regulations.

Do Ofgem approve or authorise ADR providers?

No – Ofgem does not approve any ADR provider. They have issued the QDSS guidance and if an ADR provider self certifies that they adhere to QDSS and suppliers agree, then brokers are free to use them.

Do suppliers recognise DRO as a QDSS?

Yes – a vast majority of suppliers have signed off DRO as compliant with the QDSS requirements.

Can suppliers force a broker to only use a certain ADR provider?

No – as long as a brokers choice of ADR provider meets QDSS then they can use any provider. We are not aware of any supplier TPI agreement specifically requiring a broker to use a specific ADR provider.

A supplier has said they don’t recognise my chosen ADR provider – what can I do?

Firstly, we’d suggest you review your TPI agreement with the supplier. Unless it requires you to use a certain ADR provider (which it shouldn’t) you are not breaching your agreement and there should be no reason to force you to use one provider. If this happens, we urge you to contact us immediately so that this matter can be resolved swiftly.