Serving parts of North West London and the Home Counties.

What to do if things go wrong

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, you can appeal to the Consumer Council for Water, who is a national consumer body, set up to protect your interests as a water customer. They can be contacted on 0300 034 2222 or by email at enquiries@ccwater.org.uk.
  • If, following the Consumer Council for Water’s involvement you remain dissatisfied, you can then apply to WATRS to make an independent binding decision on your complaint.  But you must have referred your complaint to CCWater before you can apply to WATRS.  Further information regarding this scheme can be found below.

Water Redress Scheme

If you remain dissatisfied following CCWater’s efforts to resolve your complaint, you have the right to refer your complaint to the Water Redress Scheme known as ‘WATRS’.

WATRS is a voluntary Alternative Dispute Resolution scheme to help address the very small number of customer complaints that remain unresolved.  WATRS is designed to provide an independent, impartial and easy to use alternative than going to court or a tribunal.

We have signed up to the scheme's commitments (set out below). A full copy of the scheme rules can be found at www.watrs.org/commitments

  1. Commitment to provide WATRS free of charge to customers
  2. Commitment to support the principles set out in the Alternative Dispute Resolution Specification
  3. Commitment to respect the independence of WATRS
  4. Commitment to be bound by the decision of the WATRS’ adjudicator if accepted by the customer and to implement decision as required by scheme rules
  5. Commitment to co-operate with and have due regard to the recommendations of the Alternative Dispute Resolution panel
  6. Commitment to co-operate with the WATRS’ adjudicators and provide accurate and reliable information.

You can make an application, free of charge through the WATRS website at www.watrs.org or email info@watrs.org and request an application form to be sent to you.

Guidance notes are available on the website or you can ask for a copy to be sent to you by calling 0207 520 3801.
Address:
WATRS
Centre for Effective Dispute Resolution
International Dispute Resolution Centre
70 Fleet Street
London
EC4Y 1EU

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