Get in touch
Call us - the quickest way we can help.
0345 072 6072
From 8.30am – 5.30pm.
Monday to Friday, except bank holidays.
Having your account number to hand
helps us to sort your query more quickly.
Taking things further
We follow a four-stage process to make sure your concerns are handled fairly.
Stage 1 - We’re here to help
If we haven’t resolved your issue after the first contact, you can raise a complaint.
A dedicated case handler will work with you throughout the process.
Day 1 – We acknowledge your complaint
- If you contact us in writing, we send confirmation that we have received your complaint.
- If you call us, we explain the next steps during the call.
What happens next
- We review your complaint thoroughly and work to resolve the issue as quickly as possible.
- We contact you if we need more information.
- If we need to involve the water wholesaler in your area, we’ll let you know.
- In resolving your issue, we will:
- Apologise
- Provide an explanation
- Outline the remedial action to resolve the issue
How long it takes
Within 10 working days, we aim to resolve your issue or provide a detailed update.
For complaints relating to sites in Scotland, we will:
- Acknowledge the complaint within 8 business days.
- Offer a resolution within 10 business days.
- Pay any amount due to the customer within 20 days of the decision where remedial action is not possible or is insufficient to deal with the complaint.
Stage 2 - Internal review
If you’re unhappy with the outcome from stage one, you can request a review by one of our Senior Resolution team.
To help us, please outline
- Why you are appealing
- Any additional information you would like us to consider
We’ll resolve your appeal or send a detailed update within 10 working days.
If we don’t hear back from you within 12 weeks, we may treat any later contact as a new complaint.
Stage 3 - Independent external review
If you’re not satisfied after stages one and two, you can ask for an independent organisation to review your case. They’ll check how we handled your case, the resolution we proposed, and ensure you are treated fairly.
If your complaint relates to a property in England or Wales
Contact the Consumer Council for Water (CCW)
Call: 0300 034 2222 (England) / 0300 034 3333 (Wales)
Post: 23 Stephenson Street, Birmingham, B2 4BH.
If the property related to the issue is in Scotland
Contact the Scottish Public Services Ombudsman (SPSO)
Call: 0800 377 7330
Web: http://spso.org.uk/contact-us
Post: Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS
If these organisations find improvements or corrective actions are needed, we’ll take them promptly.
Stage 4 – Alternative dispute resolution
If you’re unhappy with the resolution after CCW and SPSO, you can take your case to the ADR Group for independent mediation.
Call: 020 3600 5050
Web: adrggroup.co.uk
Please note:
- You need to contact ADR within six months of the CCW/SPSO closing your case
- Cases older than six months may only be accepted in exceptional circumstances.
- ADR is impartial and works to help us both reach a fair outcome.
Further information
We use the water industry’s service standards to guide us on how to support you.
Customer Protection Code of Practice – how water retailers support customers.
Industry Standard of service – the minimum standards you can expect from your water retailer and the compensation you may be entitled.
Vulnerability strategy – explains how we can support you with additional assistance or tailored communications.
Acceptable engagement policy – We’re here to support you, and communicate clearly, professionally and respectfully. We ask that you treat us in the same way. This policy outlines how we manage abusive or unacceptable behaviour, so we can safeguard our people.
