With effect from 1st November 2024, Dispute Resolution Ombudsman (DRO) will provide Alternative Dispute Resolution (ADR) services to TPIs such as energy brokers, and their customers.
In a drive to improve outcomes for all parties DRO has widened its remit to accept disputes from microbusiness¹ customers of energy brokers who have committed to our qualifying scheme.
Our service is delivered by a legally qualified team who will investigate your complaint fairly and impartially and we have the ability to make a binding decision on the energy broker should it be required.
If you have a dispute with an Energy Broker
If you find yourself in dispute with your energy broker, you must have exhausted their complaints procedure in order to be eligible to bring your dispute to DRO. Usually, they will provide you with a letter of Deadlock, however a complaint can also be raised if it has been 8 weeks since your first complaint and you remain dissatisfied with the progress.
We would initially urge you to read our Quick Start Guide, and then if you still wish to raise your dispute you can do this via our secure online portal, using the link below.
[Raise your dispute here]
Our process
If the broker you are in dispute with is registered with DRO, we will ask you to complete an application form which asks for some details about your complaint. You will have the opportunity to support your complaint with evidence which can be uploaded during your application.
Once we have your information, we will ask the broker for their response and give them the opportunity to provide their own supporting evidence.
The case will then be assigned to one of our legally trained ombudsman who will investigate the dispute. They may contact you during their investigation to discuss your case or request further information, or if they feel they have everything they need they will write their decision.
Is your broker registered with DRO?
You can find a list of businesses registered with DRO here.
¹From 19 December 2024, we will also be accepting complaints from small business consumers.
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