Following our involvement, if you remain dissatisfied with the result of your complaint, you may be eligible to take it an Alternative Dispute Resolution (ADR) scheme.

Household

If you are still not happy after our involvement in your complaint you can apply to the Water Redress Scheme (WATRS).

This scheme is free and provides an independent decision on disputes against water companies. The decisions WATRS make are binding.

WATRS is only open to you after you exhaust your water company’s formal written complaint procedure and we have been involved. We can assist you with an application to WATRS.


Businesses

Different water retailers are signed up to different ADR schemes. If you remain unhappy with the outcome of your case, your water retailer should be able to give you details of the ADR scheme it uses and how to escalate your case.

These schemes are free and provide independent decisions on disputes against water retailers. The decisions made by ADR schemes are binding.

The ADR scheme is only open to you, after you exhaust your water retailer’s formal written complaint procedure and we have been involved. Find out more by visiting your retailer’s website.