If you're unhappy with our response
We hope you'll be satisfied with our response, if that's not the case then here are your options.
1. A Senior Level Review
You can ask for complaint to be referred to a Senior Manager.
Once we have investigated your complaint, if you remain unhappy with the outcome you can ask for a Senior Level Manager to review your case again.
What will happen?
A fresh review will be conducted and in the response they will recap on what's happened and explain what we can do to resolve the matter.
After the review
Once the Senior Level Manager has completed their review, the company complaint procedure will be completed. We will provide you with the contact details for the independent bodies you can contact if you are still not happy.
2. An Independent Review
If you’re not satisfied with our Senior Level review you can ask the CCW (Consumer Council for Water) to investigate further.
You can contact CCW at:
23 Stephenson Street
Phone: 0300 034 2222
3. The Water Redress Scheme
If your complaint remains unresolved after both the company and CCW review, or if the company has taken longer than 8 weeks to resolve matters, you may be eligible to take your concerns to WATRS, the Water Redress Scheme. This is free for customers to use and provides an independent binding decision.
For details on how and when to apply:
Phone: 0207 520 3801
or write to:
International Dispute Resolution Centre
70 Fleet Street
You can also refer certain complaints to Ofwat, the economic regulator for the water and sewerage industry in England and Wales. For these complaints you should still contact us in the first instance, but if you remain dissatisfied you can ask Ofwat to investigate. The types of complaints they will investigate include:
- Our powers to lay pipes on private land.
- Concerns that we are allegedly breaking our licence conditions or our main water supply or sewerage duties.
- Anti-competitive behaviour under the Competition Act 1998, for example colluding on pricing or bidding for contracts.
You can contact them at:
City Centre Tower, 7 Hill Street
Phone: 0121 644 7500
Fax: 0121 644 7559
Data Protection Complaints
You can also refer complaints in relation to Data Protection to the Information Commissioner’s Office.
Phone: 0303 123 1113
Or write to:
Information Commissioner’s Office
Wycliffe House, Water Lane
Wilmslow, Cheshire, SK9 5AF