Complaints

Complaints

We work hard to make every customer happy and we hope you never have to complain about our services. If you are unhappy with a service we’ve provided, please let us know so we can make things right. 

Call us

One of our Customer Care team will try and resolve your issue immediately. If they can't resolve your issue, they will raise your complaint for further investigation.

For billing, payment, account issues, or anything else call 01737 772000 and select option 1. Our team is available from 8am to 6pm Monday to Friday, excluding bank holidays.

For water issues, call 01737 772000 and select option 2. Our team is available from 8am to 5pm Monday to Friday, excluding bank holidays.

For wastewater complaints, enter your post code here to find out who your wastewater provider is.

Email us

We want to hear from you right away, so we’ve made it easy to email our team with our online form.

What happens next?

While our regulator says we have 10 working days to respond to your complaint, we’ll always try and sort this for you within five. Some complaints can take longer to fix, but we’ll keep you updated with what we’re doing and why we’re doing it. If we can’t resolve your problem to your satisfaction, we can carry out an internal review to make sure we’ve done our best for you.

If you’re not happy with our final decision, you can contact the Consumer Council for Water (CCW), the independent voice for water consumers by calling 0300 034 2222 or use its online form here.

Our complaints procedure is available to view and download here