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Complaints

Something still not right? Here’s the complaints procedure:

Your best bet is to speak to the superstars in our Customer Support team, but if things still aren’t quite right, here’s how to make a complaint. You’ll hear from the team to acknowledge your complaint within 3 days.

Step 1

We know that sometimes things go wrong or are not right so in the first instance your best bet is to contact the superstars in our Customer Support team, but if things still aren’t quite right, here’s how to make a complaint. 

We want to:

  • Make it easy for you to raise your complaint.
  • Listen to your complaint.
  • Consider how you would like us to resolve your complaint.
  • Make sure you are satisfied with how your complaint was handled.

Give us a call 0191 622 0102 #option 1

Drop us an email to complaints@oneutilitybill.co

Live Chat us via https://oneutilitybill.co/contact 

Write to us at 5 Media Exchange, Newcastle upon Tyne, NE1 2QB

When you contact us, make sure you include your property address and contact details and provide as much information and detail as you can to help us to resolve your complaint as quickly as possible.

Step 2

We will acknowledge your complaint and ask you for any additional information that we need. Your complaint will go to the relevant manager who’ll aim to get things sorted for you ASAP but within 5 working days.

If we need more time to resolve the problem, especially if there are 3rd parties involved, we will let you know and provide regular updates if this is the case!  We will expect to provide you with a final resolution or outcome within 8 weeks

Step 3

If you do not respond to our final resolution letter within a further 12 weeks, we will close your complaint; however, to provide our customers with peace of mind and to demonstrate our commitment to responsible practices, we are registered with the Dispute Resolution Ombudsman (DRO). DRO is an independent not-for-profit organisation which raises standards and is approved by the government to provide alternative dispute resolution services. We follow their Code of Practice, which provides our customers with additional protection if things go wrong. You may choose to contact DRO within 8 weeks of the receipt of our Final Response. To find out more about DRO and how to use their service, visit http://www.disputeresolutionombudsman.org/ or telephone 0333 241 3209.
Plus, for extra advice and helpful information, you can also choose to get in touch with Citizen's Advice Service for free via https://www.citizensadvice.org.uk/

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For Data Protection Complaints

 If you have a concern about how One Utility bill has handled your personal data including how it has been collected, stored or shared, you can raise this with us directly. 

How to raise a data protection concern

You can contact us by emailing complaints@oneutilitybill.co or if you prefer to raise with our data team, please contact data@oneutilitybill.co or by phone 0191 622 0102 or in writing to: 5 Media Exchange, Newcastle upon Tyne, NE1 2QB

What happens next

We will acknowledge your complaint as quickly as possible as always and within 30 calendar days, and work to resolve it as promptly as we can. We will keep you updated throughout the process.

If you are not satisfied

If you are unhappy with our response, or if we have not responded within 30 days, you have the right to escalate your complaint to the Information Commissioner's Office (ICO).

Website: ico.org.uk

Telephone: 0303 123 1113 
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Give us a call:

0191 622 0102

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Drop us a line:

complaints@oneutilitybill.co

*Please ensure that you include your property address and contact details. Please provide as much information and detail as you can to help us to resolve your complaint as quickly as possible.
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