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Help and Contact

Our complaints process

We never like to hear that we’ve let a customer down and always want you to get in touch to let us know what’s happened.

We’ll try our hardest to sort your problem when you first make contact. 

Give us a call

Calling us is the quickest and easiest way to get in touch. Our dedicated Customer Solution team in Wrexham will aim to fix the issue straight away and if we can’t we’ll aim to contact you back within 24 hours, or at a time more convenient for you.

Message our team

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.

Send us an email

You can email our team with our simple online form. It only takes a few minutes to complete, and means we have all the information we need to get your query to the right teams quickly.

What happens next

If we need to contact you, we'll aim get back to you within two days and to resolve fully within five days. It may take up to ten days during our busiest periods.

Hopefully, we’ll resolve your issue first time. 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 Solution team in Wrexham 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. 

Where possible, we will try to arrange a visit or you can come to our office to speak to any one of the team between the hours of 8 am and 4.30 pm Monday to Friday.

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
23 Stephenson Street
Birmingham
B2 4BH

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.