Read our complaint monitoring consultation response

We have now published our response to the complaint monitoring consultation that we issued in February 2017.

The feedback we received was generally supportive of our proposals on collecting and reporting information on customer complaints received by retailers in the new non-household water market.

We will not make any significant changes to our planned approach and will collect data on overall customer numbers and written complaints on a monthly basis.

You can view the responses received and our decisions taken as a result in our complaint monitoring consultation response documents below.

Will there be any changes?

The main change is that we will not be requesting either ‘unwanted contacts’ data or ‘telephone complaints’ data until we have held a workshop with retailers later this summer to determine the best way forward.

We will be in touch shortly with details of the workshop.

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