Make a complaint

Water and sewerage companies in England and Wales provide services to millions of homes and businesses every day. Usually they offer a good service, but sometimes things can go wrong, leaving customers disappointed or angry.

Please note, for customers in Scotland, you will need to contact the Scottish Public Services Ombudsman (SPSO)

Our role is to offer independent advice and help to customers who have been unable to resolve a complaint with their water company or retailer directly.

As CCW colleagues are all working from home due to coronavirus, there may be some delay in processing complaints made by post since March 2020. For a faster response, please follow our online process. See how we are supporting you or what help is available to you during coronavirus.

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Got a problem with your water or sewerage service?

Have you written a formal complaint to your water company or retailer and are unhappy with the outcome? Contact us to see if we can help you.

smiley speech bubbleOur complaint successes

Read some example success stories of how we have previously helped customers.

Question mark iconFrequently Asked Questions (FAQs)

Find answers to the most common types of complaints we receive.

thumbs down iconComplaints against us

If you are unhappy with how we have handled your complaint, please contact us.