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Complaints

The quickest way to resolve your complaint is to call us, so we can help get it sorted for you there and then.

Call us in the first instance

  • For help with your bill or account call us on 0345 357 2401. Monday - Friday, 8am - 6pm. Saturday 10am - 2pm.
  • For help with your water supply call us on 0345 357 2407. 7 days a week, 24 hours a day.
  • Write to us

    If you have a complaint, please always call us if you possibly can. We find the best way to quickly and fully resolve complaints is by talking things through together, but if you’d prefer, you can write to us at Affinity Water, Tamblin Way, Hatfield, AL10 9EZ

    please include...

    • Name
    • Address
    • Phone number and the best times to call
    • Your account number (if you’re contacting us about your account)

    We'll respond within 10 working days of receiving your written complaint. This might be by phone, but if we can’t speak to you, we’ll contact you in writing.

    If we can’t resolve the issue straight away, we’ll let you know how long it is likely to take and when we’ll contact you again.

    We’re happy to speak to someone you nominate to act for you – we’ll just need you to give us permission to share your information with them. If you appoint a solicitor or land agent, we'll be happy to liaise with them, but we can’t be responsible for any costs incurred.

  • Our complaints procedure
  • Making a complaint about Waste Water services

    We are only responsible for supplying clean water to your property. If you need to complain about your waste water service, please contact your waste water provider. Depending on where you live, your waste water services are provided by Thames Water, Anglian Water or Southern Water.

    Waste water company Contact No. Website
    Anglian Water 0345 714 5145 www.anglianwater.co.uk
    Thames Water 0800 316 9800 www.thameswater.co.uk
    Southern Water 0330 303 0368 www.southernwater.co.uk

    To find out who your sewerage provider is please use our search or view our waste water area map or use our postcode checker to search our supply area.

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