Resolving your query
We're here to help
We're committed to providing you with an excellent service, but if something does go wrong, we’ll do everything we can to make it right. So that we can help resolve your query as quickly as possible, please follow the steps below.
Step one | Escalating your query
The quickest way to escalate and resolve your query is to contact our Customer Service team. You can reach one of our friendly advisers on 0330 123 2000 from Monday-Friday 9.00am to 5.00pm.
It’s helpful to have your customer reference number to hand when phoning us (you'll find it on the top right-hand side of your bill), as well as any invoice reference numbers if this is relevant to your query.
Escalate your query over the phone
We recognise that getting in touch between the hours of 9.00am to 5.00pm may not always be suitable so, alternatively, you can complete our dedicated webform at any time by clicking the button below.
Please provide as much detail as possible including your customer reference number (found on the top right-hand side of your bill) so that we can investigate your query as quickly as possible. We’ll aim to resolve your query within two working days.
Escalate your query using our webform
Or, if you have a general query, please click the button below for more support.
Get in touch about a general query
Step two | Making a complaint
How to make a complaint
We'll always do our best to find a satisfactory resolution to your query, but if you don't feel satisfied after speaking to our Customer Service team, you can raise a complaint that will be picked up by our Customer Resolution team. You'll be assigned one of our dedicated Case Handlers who will be your point of contact until a resolution is reached.
You can raise a complaint using the button below.
Alternatively, if you’d prefer to put your complaint in writing, please send all of the details to The Customer Resolution team, Business Stream, PO Box 17381, Edinburgh, EH12 1GT. Our complaints resolution timeline is shown below.
What happens next?
We’ll listen carefully to understand what's happened and investigate further so that we can find out what went wrong and why. We'll work with you to find a resolution, always making sure you’re aware of what’s happening.
Complaints resolution timeline
You contact us to register your complaint. If you raise your complaint by post, day 1 starts the day we receive your letter.
We'll contact you within two working days of receiving your complaint to confirm we've received it and that it's being processed.
We'll aim to resolve your complaint or provide a substantive response within 10 working days. The substantive response confirms your complaint points, the action we have taken to far and next steps required to resolve the complaint, including expected timeframes.
We aim to resolve all cases as quickly as we can, but where a case is more complex, for example where we have a dependency on your water wholesaler who maintains the water and/or waste water infrastructure within your region, it can take up to eight weeks. In the rare occasion where this takes longer, we’ll keep you regularly updated on the progress of your case until we reach resolution.
Once your complaint has been resolved
We'll take you through the next steps which may include, but are not limited to:
- Resolution of any outstanding issues to allow you to return to normal service
- A full explanation of the circumstances surrounding the complaint, any action that has been taken and an apology for any inconvenience or detriment caused to you
- Any appropriate remedial action and/or any appropriate qualified compensation, in line with our policies and guidance.
Step three | Escalating your complaint
If you've gone through our complaints process and you remain dissatisfied, we'll carry out a further review of your query.
1. We'll investigate your complaint and the resolution provided in step two.
2. Following our secondary review, we'll let you know if further actions are required and an expected timescale to resolution. Alternatively, if no further actions are required, we'll provide a decision and a reason for the outcome.
3. We’ll do whatever we can to resolve your complaint but if you remain dissatisfied with the outcome that you receive, following the completion of our stage two review, you do have the option of requesting a review from an independent body.
Independent body | Important information
The organisation that you will need to contact will depend on where your premises is located.
Please note, the organisations listed below will usually expect you to reach the end of our internal complaints procedure before they become involved in your complaint. For more information on the regulators and consumer protection bodies that we work with in the water industry, please see our governance page.
If your premises is in Scotland
If you remain dissatisfied, you can ask the Scottish Public Services Ombudsman (SPSO) to look at your complaint. The SPSO is the final stage for complaints about public services in Scotland.
The SPSO cannot normally look at complaints:
- where you have not exhausted the organisation’s internal complaints handling procedure
- more than 12 months after you became aware of the matter you want to complain about, or
- that have been, or are being, considered in court.
You can contact the SPSO:
In person: SPSO, Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS
Freepost SPSO (you don’t need to use a stamp)
Freephone: 0800 377 7330
Online: www.spso.org.uk/contact-us
If your premises is in England or Wales
If you remain dissatisfied, you can ask the Consumer Council for Water (CCWater) to investigate your complaint. CCWater is the independent representative for water consumers in England or Wales.
You can contact CCWater by:
Phone: 0300 034 2222
Online: www.ccwater.org.uk
Email: enquiries@ccwater.org.uk
We’re fully committed to improving our environmental performance and are certified to ISO 14001:2015. You can find out more in our environmental policy. Our Solutions team are certified to ISO 9001:2015 and ISO 45001:2018.
