Business Stream complaints procedure
Our customers benefit from award-winning service from our water experts. But we know we’re not perfect and sometimes we get things wrong. If you have a complaint please get in touch so we can put things right and get you back on the right path.
To ensure that we can resolve your complaint properly and make sure it doesn’t happen again we have a thorough complaint resolution procedure.
Getting in touch with the Business Stream complaints team
If you have a general enquiry, please get in touch or give our customer service team a call on 0330 123 2000 as our complaints team can’t resolve general account enquiries.
If you would like to make a formal complaint, please use this form.
You submit your complaint via
the webform below, over email or by letter.
You will have received an
acknowledgement from Business Stream to let you know we have received your complaint.
By day 20 your complaint will
hopefully be resolved but if not, you will have received a thorough response to let you know how we are handling your complaint.
If we are still working on resolving your complaint after 20 days we will ensure that you receive regular updates so you can rest assured we are trying to put things right.
Your complaint will be assigned to a dedicated case handler who will become your single point of contact. They will investigate your concerns and agree a course of action with you to reach a resolution.
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 premise 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, Bridgeside House, 99 McDonald Road Edinburgh, EH7 4NS
Freepost SPSO (you don’t need to use a stamp)
Freephone: 0800 377 7330
If your premise 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).
Phone: 0300 034 2222
WATRS, 70 Fleet Street, London EC4Y 1EU
Phone: 020 7520 3801
For more information on regulators and bodies that we work with in the water industry, please see our Governance page here.