We strive to provide excellent service, every time – but we know we’re not perfect. If you have a complaint, we’d like to hear it.

At Business Stream our aim is to make water work for you. We pride ourselves on providing a reliable water supply which gives you control over your water and waste. If at any time you feel the service we have provided hasn’t met our brand promise, your feedback is crucial and we want to hear from you.

Making a complaint

  • In the first instance all queries or complaints should be directed to our team of water experts: Call us on 0845 602 8855.
  • Write to us at Customer Service, Business Stream, 7 Lochside View, Edinburgh EH12 9DH.
  • Send us your query via the contact us page

If you’re not satisfied with the resolution of your enquiry

If for any reason, you don’t feel your query has been resolved as expected, please contact our customer relations team:

We’ll get in touch within 8 days to acknowledge your complaint and tell you the name of the complaint handler who is investigating your case. If we don’t, we’ll compensate you to say sorry. We will make every effort to resolve your complaint within 20 days, however, if this is not possible we’ll contact you to explain the delay and agree a new completion date. We will update you at regular intervals until our investigation is complete.

Once we have completed our investigation you will be issued with a final written response.

If you’re still unhappy

If you remain dissatisfied with the final response from our customer relations team you can contact the Scottish Public Services Ombudsman (SPSO).

The SPSO will normally only consider a complaint after you have fully completed Business Stream’s complaints review process.

If you would like to write to SPSO directly, you can use their freepost address. This requires no stamp and is a single-line address as seen below:

Freepost SPSO

Read more about them on our accountability page or view