The first stage is to contact us - the easiest way is to call us and speak to one of our friendly team.  

If we’re unable to deal with your complaint when you first contact us or we need to do further investigation, we aim to reply to you within five working days* from the date we receive your complaint.

We aim to resolve your complaint at this stage but if you are not happy you can take it to stage two.

If your complaint was not resolved at stage two or within eight weeks, you can ask CCW - the voice for water consumers to help you.

This independent body that represents customer interests and complaints will investigate.

If CCW is unable to resolve it, you can take your complaint to the next and final stage.

The final stage is to take your complaint to WATRS, the Water Redress Scheme.

They will provide an independent and binding decision.