We never like to hear that we’ve let a customer down and always want you to get in touch to let us know what’s happened.
There are four steps in our complaints process, and we’ll try our hardest to sort your problem when you first make contact.
However, if you aren’t happy with our initial help, there are a few simple steps to follow:
Making your complaint
If you’d prefer, you can also write to us at:
Customer Care Team
PO Box 409
To help us get back to you quickly, don’t forget to include your phone number. We’ll respond to you within 10 working days of receiving your letter or email.
If you still haven’t heard from us, you might be entitled to payment under our Guaranteed Standards Scheme.
Reviewing your case
Hopefully, we’ll have already resolved your issue. If we haven’t, we’ll be happy to review your case. Just let us know if you’d like us to do this.
Our customer care team will carry out a review and get back to you within 10 working days to let you know the outcome. There may be occasions where we need to chat through your case with you face to face. Where possible, we will try to arrange a visit.
We’re happy to come and meet you anywhere within our region, or we can put a date in the diary for you to visit us.
The consumer council for water
If we’ve reviewed your case, but you still think we could have done more to help, or if we haven't been able to sort things out within 8 weeks, we will let you know that you can get in touch with the Consumer Council for Water who will help resolve the issue where they can.
You can write to them at:
Consumer Council for Water
23 Stephenson Street
You can also call them Monday to Friday on 0300 034 2222.
Or you can email them at firstname.lastname@example.org
Alternative Dispute Resolution (ADR)
If you’ve been through the first three stages of this process and your complaint still hasn’t been resolved, it’s worth getting in touch with the Water Industry Redress Scheme (WATRS).
This is a helpful, voluntary team that deals with the few customer complaints that aren’t resolved. They’ll provide an independent decision, which is impartial and means they should be able to help you, without the need for you to go to court or a tribunal.
You can find guidance and apply for help from Water Industry Redress Scheme on their website.
You can ask for the application form to be sent to you by emailing email@example.com or calling 0207 520 3801.
Alternatively, you can write to them at:
International Dispute Resolution Centre
70 Fleet Street
EC4Y 1EU 4
The commitments we’ve signed up to with WATRS
A quick bit of information about the commitments we’ve signed up to with WATRS:
- To provide WATRS free of charge to all customers
- To support the principles set out in the ADR specification
- To respect the independence of WATRS
- To be bound by any decision made by WATRS’s adjudicator if the customer accepts it, and to act on the decision that is made
- To co-operate with and pay attention to the recommendations of the ADR panel
You can find a full copy of all of these commitments on the WATRS website.