Business customer complaints 2020-21

CCW has today published its annual business customer complaints report which explores the complaint-handling performance of water retailers in England and water companies in Wales.

The report shows that written complaints made by business customers to their supplier rose by 5 per cent during 2020-21 but those escalated to CCW fell by about 17 per cent. However CCW still handled over three times more complaints than before the retail water market opened in England four years ago.

Castle Water and Water Plus continued to cause customers and CCW the most difficulties. The two largest retailers accounted for 7 out of 10 written complaints across England and Wales and dominated about 74 per cent of the disputes escalated to CCW.

In stark contrast another large retailer – Water2Business – built on its already strong position with a 62 per cent fall in complaints to CCW during the year to cement its place as one of the best performing retailers. Another leading performer on both complaint measures was First Business Water.

Next steps

CCW will draw together examples of best practice and use its insights from complaint handling to drive improvements from poor performing retailers and improve standards across the sector.

In the coming months we will also be making it easier for business customers to track retailers’ complaints performance on our website throughout the year to help inform their decisions when shopping around for a better deal. CCW’s research has shown the lure of better service is a growing factor in business customers’ motivation to switch.