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Our Code of Practice
We are committed to providing customers with high quality water and standards of service. Our aim is to ensure your use and enjoyment of our water remains problem-free. It is also a regulatory requirement for us to have and publish a Code of Practice for domestic customers.
Making a complaint
If you have a complaint about your clean water supply, we will do our best to address your concerns. If we can't, then we will provide a comprehensive response to help you understand our position.
All complaints should initially be sent for the attention of our Customer Relations team. Please remember to include your customer reference number if you have a water account with us.
Our Making a complaint factsheet provides more information.
If after following our complaints procedure you remain unsatisfied with our response you have the right to refer the matter to CCW. If your dispute still remains unsatisfactorily resolved you then have the right to refer the matter to the Water Redress Scheme.
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