The Utilities Intermediaries Association (UIA) is pleased to announce a strategic alliance with the Dispute Resolution Ombudsman (DRO), marking a significant step forward in enhancing dispute resolution standards for energy brokers and their customers.
Both UIA and DRO share a commitment to fairness, independence and raising industry standards. As not-for-profit organisations, each with strong foundations in consumer protection and Alternative Dispute Resolution (ADR), this partnership will bring together their expertise to improve accessibility, transparency, and outcomes for Third Party Intermediaries (TPIs) and their customers.
UIA members already benefit from access to its ADR scheme as part of their membership, with a key distinction being that UIA provides an appeals process for both TPIs and consumers. Historically, this process relied on an independent panel of industry and legal experts, which could be costly and challenging to access. Under the new agreement, DRO will now manage appeals, ensuring the process remains independent, fair, and legally robust—while remaining free for consumers. TPIs will only incur a small fee if a case proceeds to appeal.
Beyond appeals, UIA will continue to conduct self-audits, with DRO providing an additional layer of external oversight and legal review. Every appeal will now be assessed by a legally qualified member of DRO’s team, ensuring the final decision is both independent and legally sound.
James Walker, Director at Dispute Resolution Ombudsman said, "At DRO, we are committed to ensuring fairness, transparency, and accessibility in dispute resolution. Collaborating with the UIA strengthens our ability to uphold these principles in the energy broker sector, offering consumers a robust, independent and legally sound appeals process."
Additionally, UIA and DRO will collaborate to share expertise, provide technical support, and work together to improve industry standards. This partnership reflects a mutual commitment to strengthening ADR processes, promoting best practices, and ensuring fair treatment for all parties in the energy broker market.
For more information, visit https://uia.org.uk/
