Help and Contact

Our complaints process

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.
We’ll try our hardest to sort your problem when you first make contact. 

Talk to our team

Calling us is the quickest and easiest way to get in touch. Our dedicated customer care teams will aim to fix the issue straight away and if we can’t we’ll aim to contact you back within 24 hours, or at a time more convenient for you.

You can also message us through Whatsapp. Our teams will be on hand to reply and fix your issue as quickly as possible, and you can manage the conversation at a time convenient to you.

What happens next

If we need to contact you, we’ll aim to get back to you within two days and we’ll do everything we possibly can to fully resolve the problem within five days. It may take up to ten days during our busiest periods.

Hopefully, we’ll resolve your issue the first time around. If we haven’t, we’ll be more than happy to take a second look to understand if we can do anything differently. 

Our specialist customer care team will carry out a full review and get back to you within 10 working days to let you know the outcome. There may even be times where it would be better to chat through your case face to face. 

You can read more about how we handle complaints by downloading a copy of our complaints process. 


Tell us how we did

Feedback from our customers is really important to us. If you have feedback, no matter how good or bad it is, please share it by completing our online form – our team will reply within five working days. 


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
1st Floor
23 Stephenson Street
B2 4BH

You can also call them Monday to Friday on 0300 034 2222 or visit their website.

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 or calling 0207 520 3801.

Alternatively, you can write to them at: 

International Dispute Resolution Centre 
70 Fleet Street 


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.