Contact your water company or retailer

Send a letter or email to your water company or retailer explaining your complaint, and tell them what you want them to do to resolve it.

The water company or retailer has 10 working days to resolve your written complaint and respond to you.

Our Senior Customer Caseworker, Rhys Brooks, explains more in the video below:

Wait 10 days

Contact your water company or retailer and ask them to review your complaint response.

They then have another 10 working days to resolve your written complaint and respond to you.

Contact us if you remain unhappy

If you still remain unhappy after they have reviewed your complaint, they should signpost you to us.

We deal with all customers fairly, but we do not expect our staff to tolerate unacceptable behaviour. Please be polite.

To make your online complaint, please answer the following questions:

Have you complained to your water company in writing?

Yes, I have complained to my water company

No, I haven’t complained to my water company – please contact your water company.

If you need some advice, please do not hesitate to call us on 0300 034 2222* (England), 0300 034 3333* (Wales). *Calls may be recorded for training and quality monitoring purposes.

Postal deliveries: Please only send us photocopies of any documents, not originals, since we will not keep hard copies. Please be aware that our offices are closed on weekends and bank holidays, and we are unable to accept special postal deliveries.

Alternative Dispute Resolution

If we are unable to resolve your complaint to your satisfaction, you may be able to take your complaint further to the Alternative Dispute Resolution scheme.