Dispute Resolution for the Water Industry

From the 1^st December 2023, the Consumer Council for Water (CCW) have appointed Dispute Resolution Ombudsman (DRO) to provide an adjudication service for the water industry and their customers.

DRO are an independent, not for profit organisation who are an approved ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

The work that we do is impartial; we are neither a consumer champion nor a trade body.

Our overall aim is to raise standards and inspire confidence and we work to uphold the following key principles whilst delivering our Adjudication service:

• Independence
• Fairness
• Effectiveness
• Openness and Transparency
• Accountability

If you are in dispute with a Water Service Provider, and you have not been able to resolve your complaint either directly with them, or through mediation and/or investigation through CCW, your case may progress to Adjudication.

How to complain

Household Customers

If you have raised your complaint as a household customer we recommend you read our Water Adjudication Household Customer-Guide as this provides all the information you need about our service.

Non-Household Customers

If you wish to raise your complaint as a non-household customer we recommend you initially read our Water Adjudication Non-Household Customer Guide as this provides all the information you need about our service.

If you still wish to raise your dispute for Adjudication, you can do this here;

[CLICK HERE TO RAISE YOUR DISPUTE]