I am writing to tell you how grateful I am for all the help you have given me in this case. Without your constant and dedicated work, my water company would have continued to ignore this problem. Your involvement was more than essential for the positive outcome. For that, I would like to express again my gratitude to you.
Mr K contacted us as he was unhappy with the time it had taken for his water company to establish which water meter his flat was served by. The issue had come to light after the customer received an unusually high bill – more than triple his average usage.
Following a visit from a water company technician, it was discovered that Mr K was being billed for the wrong meter, therefore a new meter would need to be fitted. The process of installing a new water meter took three months, after which time, it was discovered that the wrong meter had been exchanged due to the wrong serial number being provided to the technician. This is when Mr K contacted us for help.
What we found
We contacted the company and challenged them on a number of issues, including why it had not put Mr K’s account on hold while the complaint was being investigated, the steps they be taking to rectify the issue, as well as a request to recalculate Mr K’s account and provide a gesture of goodwill for the inconvenience caused.
Putting it right
As a result of our involvement, the company carried out a full review of the complaint and repaid the customer the money he had been overcharged for ten years, as well as granting a gesture of goodwill to him for the customer service he received; this amounted to over £2600