We always try and do our best for you and your business. We work hard to respond to any queries as quickly as we can. But we’re only human, and from time to time we get things wrong.

If that does happen, and you have a complaint, we want to know about it. We always try to learn from our mistakes and make sure they don’t happen again.

If you have been unhappy with anything we’ve done – or haven’t done – please let us know. You can make a complaint in a variety of ways.

Call us on 0845 602 8855

Or email us on customer.service@business-stream.co.uk

Or write to us at:

Customer Relations
Business Stream
55 Buckstone Terrace
Edinburgh
EH10 6XH

Replying to your complaint

We'll work hard to respond to any complaints within eight working days of receiving them. If we don’t, we’ll compensate you to say sorry.

Taking your complaint further

If you don’t feel we have resolved your complaints, and would like them to be reviewed again, write to the head of customer experience at:

Complaint Escalations
Head of Customer Experience
Business Stream
55 Buckstone Terrace
Edinburgh
EH10 6XH

If you are still unhappy, you can contact Waterwatch Scotland, who respresent water customers in Scotland. Find out more about them in our regulators page.