HOW TO GET IN TOUCH
COMPLAINTS
How to make a complaint to Fused Bills
If something about your Fused service isn't how it should be, we want to make things right ASAP.
Something still not right? Here’s the complaints procedure:
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
Webchat us via fusedbills.co.uk
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 8 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/
Spoken to the team yet?
If you haven't spoken to Customer Support yet, please get in touch. They provide amazing customer service, and most of the time they'll be able to get things sorted for you:

Give us a call

Drop us a line

Write us a letter
Fused, 5 Media Exchange,
Newcastle upon Tyne, NE1 2QB
LET’S SET THINGS RIGHT
You might find the solution to your problem
Check FAQs before you get in touch, they cover everything from energy to meter readings to direct debit payments.

Payment problems
There are a few common payment issues you might find the solution to here [link to come later]. If we've gotten in touch about a payment, please get in touch with the Customer Support team who'll be able to help you out.

Broadband problems
Some broadband issues are easy to fix yourself, with no need to get in touch with our Customer Support team.
HOW IT WORKS
How to make a complaint
STEP ONE
Get in touch
Get in touch with one of the methods above.
STEP TWO
Share your details
Make sure you include your property address and contact details.
STEP THREE
Tell us what's happening
Include as much information as you can about your complaint, and everything that's happened so far. This will help us look into your issue as quickly as possible so someone can get back to you.
STEP FOUR
Next steps
Your complaint will go to the manager of the relevant department. The time it takes to resolve things can vary, especially if there's a third party like a broadband or energy provider involved. You'll get updates if this is the case.