Accountability
If you’re unhappy with the outcome of a complaint, or feel we haven’t handled something well, you can raise the issue with one of two organisations that regulate our service.
Scottish Public Services Ombudsman (SPSO)
From 15 August 2011, all enquiries that would have normally been managed through Waterwatch Scotland will be taken on by the SPSO and Waterwatch Scotland longer exists. The SPSO will provide a free independent and impartial service for handling escalated complaints that the licence provider has previously had the opportunity to deal with.
The SPSO is independent of Business Stream, other licensed providers, Scottish Water and other agencies including the Water Industry Commission for Scotland. You can contact them in any of the following ways:
By telephone: 0800 377 7330
In writing: SPSO, 4 Melville Street, Edinburgh, EH3 7NS
Online: www.spso.org.uk/contact-us
The Water Industry Commission for Scotland
The Water Industry Commission for Scotland is our regulator.
It grants our licence, and sets out the conditions under which we operate. It also advises Scottish ministers about the minimum standards we should provide to customers