Business Stream complaints procedure

Let us help to make things right

We're committed to providing you with an excellent service, but we know we’re not perfect and sometimes we don't get it right. If you have a complaint, please get in touch so we can make things better and get you back on the right path.

To ensure we can resolve your complaint properly, we follow a thorough complaint resolution process.

Getting in touch with the Business Stream Customer Relations team

Please get in touch with our Customer Service team in the first instance on 0330 123 2000 and we’ll do everything we can to help resolve your issue.

Alternatively, if you’d prefer to put your complaint in writing, please send all of the details to The Customer Relations team, Business Stream, 7 Lochside View, Edinburgh, EH12 9DH.  Our complaints resolution timeline is shown below.

You contact us to register your complaint.

If you made a complaint in writing, we’ll send you an acknowledgement to say that we’ve received it within three days of it arriving.

We’ll aim to provide a response to your complaint within 10 working days of receiving it but if we haven’t, we’ll send you a thorough update to let you know why. 

If we’re still trying to resolve your complaint in the period after 20 days has passed, we’ll ensure you receive regular updates so you know exactly what we’re doing and why.

If you choose to raise a complaint over the phone with our Customer Service team and it cannot be resolved, we’ll assign your complaint to one of our dedicated case handlers who will be your point of contact until a resolution is reached.

We aim to resolve Business Stream complaints within the agreed General Service Standards (basically market rules) timeline for your region. If for any reason we expect this to be extended, we’ll contact you to explain the delay and agree a new completion date with you.

Once a complaint has been resolved, we will take you through the outcomes that are available. These outcomes may include, but are not limited to:

  • Resolution of any outstanding issues to allow you to return to normal service
  • A full explanation of the circumstances surrounding the complaint, any action that has been taken and an apology for any inconvenience or detriment caused to you
  • Any appropriate remedial action and/or any appropriate qualified compensation, in line with our policies and guidance

If you’re still unhappy

If you are unsatisfied with the outcome that you received following the completion of our complaints procedure, you do have the option of requesting a review from an independent body. The organisation that you will need to contact will depend on whether your premises is located in Scotland or England/Wales.

Please note that most of the organisations listed below will usually expect you to reach the end of the Business Stream complaint procedure before getting formally involved in your complaint. For more information on regulators and bodies that we work with in the water industry, please see our Governance page.

If your premises is in Scotland

If you remain dissatisfied, you can ask the Scottish Public Services Ombudsman (SPSO) to look at your complaint. The SPSO is the final stage for complaints about public services in Scotland.

SPSO

SPSO, Bridgeside House, 99 McDonald Road Edinburgh, EH7 4NS

Freepost SPSO (you don’t need to use a stamp)

Freephone: 0800 377 7330

Online: www.spso.org.uk/contact-us

 

If your premises is in England or Wales

Within 8 weeks of us receiving your complaint we will either: 

  • be able to resolve your complaint or 
  • advise you that we are still not in a position to issue our final response. We will tell you why this is and also when we expect to be able to do so. 

In both of these cases we will tell you how you can contact CCWater if you are unhappy with our response, or if you do not want to wait beyond the 8 week time limit.

The Consumer Council for Water (CC Water) is the independent representative of water consumers in England or Wales.

If you are unsatisfied with the outcome provided by CCWater, you can contact the Water Industry Redress Scheme (WATRS).

If you are a Yorkshire Water customer click here. 

CCWater

Phone: 0300 034 2222

Online: www.ccwater.org.uk

Email: enquiries@ccwater.org.uk

WATRS

WATRS, 70 Fleet Street, London EC4Y 1EU

Phone: 020 7520 3801

Online: www.watrs.org

For more information on regulators and bodies that we work with in the water industry, please see our Governance page here.