There are lots of ways you can get in touch
The quickest and easiest way is by calling our dedicated Customer Solutions team in Wrexham. They will listen to your concerns and aim to resolve the issue during your first contact. If we need more time to investigate, we'll arrange a callback within 24 hours or at a time that's convenient for you. You can also message us through WhatsApp or Apple Business Chat.
If you write to us, it may take up to 10 working days to get back to you, but if you still haven’t heard from us, you may be entitled to a payment under our Guaranteed Standards Scheme.
Opening hours:
Monday to Thursday: 9 am to 5 pm
Friday: 9 am to 4:30 pm
Available 24 hours a day, 7 days a week.
Write to us:
Hafren Dyfrdwy
PO Box 507
Darlington, DL1 9XF
What happens next?
Once you've contacted us, we'll keep you updated every step of the way. If we need to get back in touch, we'll aim to contact you within two working days and resolve your complaint within five working days. During particularly busy periods, it may take up to ten working days to fully investigate and resolve your concerns.
In some cases, it may be helpful to discuss your complaint in person. Where appropriate, we can arrange a visit with you. Alternatively, you're welcome to visit our office and speak with a member of the team between 8:00 am and 4:00 pm, Monday to Friday.
We hope to resolve your complaint the first time you contact us. However, if you're not satisfied with the outcome, we will be happy to review your case.
If you're still unhappy
If you've completed our complaints process and remain dissatisfied with the outcome, you can contact the Consumer Council for Water (CCW) for independent advice and support.
Please note that CCW will normally expect you to have given us the opportunity to investigate and resolve your complaint first, including completing our review process, before they become involved.
You can contact them by phone Monday to Friday on 0300 034 3333 or use their online form.