About Us

Our complaints process

We really value our customers and, although we never like to hear that we’ve let you down, we do want you to get in touch with us to let us know what’s happened.  

Our dedicated team are ready to talk things through and try to resolve your complaint quickly.  

If you're still unhappy after talking to our team, there are further steps you can take.

Quickest way to get in touch

The quickest way to get in touch is either through messaging our team online  or by sending us an email to explain what the problem is. 

If you’d prefer, you can also write to us at: 

Hafren Dyfrdwy
Customer Care Team
PO Box 507
Darlington
DL1 9XF

To help us get back to you quickly, please make sure to include your phone number when you contact us.

We’ll respond to you within 10 working days of receiving your letter or email.

If you have not heard from us after 10 working days, you may be entitled to payment under our Guaranteed Standards Scheme.

 


Hopefully, we'll have already resolved your issue. If we haven't we'll be happy to review your case. Just let us know if you'd like us to do this - our customer care team will carry out a review and get back to you within 10 working days to let you know the outcome.

There may be occasions where we need to chat through your case with you face to face. 

Where possible, we will try to arrange a visit. We’re happy to come and meet you anywhere within our region or we can put a date in the diary for you to visit us at our Wrexham office.

 


If we’ve reviewed your case, but you still think we could have done more to help, or if we haven't been able to sort things out within 8 weeks, we will let you know that you can get in touch with the Consumer Council for Water who will help resolve the issue where they can.

You can write to them at: 

Consumer Council for Water
1st Floor, Victoria Square House
Victoria Square
Birmingham
B2 4AJ

You can also call them Monday to Friday on 0300 034 2222 or visit their website

If you’ve been through the first three stages of this process and your complaint still hasn’t been resolved, it’s worth getting in touch with the Water Industry Redress Scheme (WATRS).

This is a helpful, voluntary team that deals with the few customer complaints that aren’t resolved. They’ll provide an independent decision, which is impartial and means they should be able to help you, without the need for you to go to court or a tribunal. 

You can find guidance and apply for help from Water Industry Redress Scheme on their website.

You can ask for the application form to be sent to you by emailing info@watrs.org or calling 0207 520 3801.

Alternatively, you can write to them at: 

WATRS 
International Dispute Resolution Centre 
70 Fleet Street 
London 
EC4Y 1EU

 

The commitments we’ve signed up to with WATRS

A quick bit of information about the commitments we’ve signed up to with WATRS:

  • To provide WATRS free of charge to all customers 
  • To support the principles set out in the ADR specification 
  • To respect the independence of WATRS
  • To be bound by any decision made by WATRS’s adjudicator if the customer accepts it, and to act on the decision that is made 
  • To co-operate with and pay attention to the recommendations of the ADR panel

You can find a full copy of all of these commitments on the WATRS website.