Resolving your query

The quickest way to escalate and resolve your query is to contact our Customer Service team. You can reach one of our friendly advisers on 0330 123 2000 from Monday-Friday 9.00am to 5.00pm. 

It’s helpful to have your customer reference number to hand when phoning us (you'll find it on the top right-hand side of your bill), as well as any invoice reference numbers if this is relevant to your query.

We recognise that getting in touch between the hours of 9.00am to 5.00pm may not always be suitable so, alternatively, you can complete our dedicated webform at any time.

Please provide as much detail as possible including your customer reference number (found on the top right-hand side of your bill) so that we can investigate your query as quickly as possible. We’ll aim to resolve your query within two working days.
 

How to make a complaint
We'll always do our best to find a satisfactory resolution to your query, but if you don't feel satisfied after speaking to our Customer Service team, you can raise a complaint that will be picked up by our Customer Resolution team. You'll be assigned one of our dedicated Case Handlers who will be your point of contact until a resolution is reached.

You can raise a complaint using the Make a complaint card button.

Alternatively, if you’d prefer to put your complaint in writing, please send all of the details to The Customer Resolution team, Business Stream, PO Box 17381, Edinburgh, EH12 1GT. Our complaints resolution timeline is shown below.

What happens next?
We’ll listen carefully to understand what's happened and investigate further so that we can find out what went wrong and why. We'll work with you to find a resolution, always making sure you’re aware of what’s happening. 

Complaints resolution timeline

Day 1
You contact us to register your complaint. If you raise your complaint by post, day 1 starts the day we receive your letter.
Day 2
We'll contact you within two working days of receiving your complaint to confirm we've received it and that it's being processed.
Day 10
We'll aim to resolve your complaint or provide a substantive response within 10 working days. The substantive response confirms your complaint points, the action we have taken to far and next steps required to resolve the complaint, including expected timeframes.
Day 20
We aim to resolve all cases as quickly as we can, but where a case is more complex, for example where we have a dependency on your water wholesaler who maintains the water and/or waste water infrastructure within your region, it can take up to eight weeks. In the rare occasion where this takes longer, we’ll keep you regularly updated on the progress of your case until we reach resolution.

Please note, if we determine that a redress payment should be made to you following investigation of your complaint, this will be applied to your account within 20 business days after your complaint has been closed.

Once your complaint has been resolved

We'll take you through the next steps which 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've gone through our complaints process and you remain dissatisfied, we'll carry out a further review of your query.  

1. We'll investigate your complaint and the resolution provided in step two.
2. Following our secondary review, we'll let you know if further actions are required and an expected timescale to resolution. Alternatively, if no further actions are required, we'll provide a decision and a reason for the outcome.  
3. We’ll do whatever we can to resolve your complaint but if you remain dissatisfied with the outcome that you receive, following the completion of our stage two review, you do have the option of requesting a review from an independent body.