Alternative Dispute Resolution
If you are unhappy with any aspect of the service we provide, please let us know. If you contact us by phone, we will try to resolve your problem immediately. We understand that it is not always possible to do this, so we will let you know when this is the case and arrange to get back to you as soon as we have an answer.
If you write or email us, we will start investigating your complaint as soon as possible and send you a response within 10 working days.
If you remain dissatisfied with our response, your complaint will be reviewed by a senior manager who was not involved in the original investigation. We will send you a response to your second enquiry within 10 working days. Once you have received a second response and you remain unhappy with the outcome, or your issue is over eight weeks old, or you just want some free, trusted, independent advice, you can call the Consumer Council for Water (CCW), the independent voice for water consumers, by calling 0300 034 2222 or visit www.ccwater.org.uk/contact-us.
If you remain dissatisfied, the Consumer Council for Water will decide if your complaint is eligible for adjudication and refer your complaint to the Dispute Resolution Ombudsman (DRO). Dispute Resolution Ombudsman (DRO) is an independent, not-for-profit, government-approved organisation set up to help resolve disputes in the water industry.