Making a complaint
If you’re unhappy with any part of your service, we want to hear from you so we can put things right and improve things for the future.
Follow the steps below to help us make sure your problem is resolved as quickly as possible.
Calling us is the quickest and easiest way to get in touch.
Our dedicated customer care team will aim to fix the issue straight away and if we can’t we'll aim to contact you back by the end of the next working day, or at a time that’s more convenient for you.
You can also message us through WhatsApp. Our teams will be on hand to reply and fix your issue as quickly as possible, and you can manage the conversation at a time convenient to you.
What happens next
If you're not satisfied with our initial response:
If you are not happy with the final resolution, your issue is over eight weeks old, or you just want some free, trusted, independent advice, you can contact the Consumer Council for Water (CCW) - the independent voice for water consumers in England and Wales.
Sometimes, CCW may not be the right organisation for your type of complaint, or they may not be able to help if we've correctly followed our policies, procedures, and regulations. You can access their list of common issues they can’t help you with below.
Download our complaints procedure
For more details on our complaints process, you can download a copy of our full customer contact complaints procedure.