Making a complaint

Refreshingly straightforward

Your guide to our 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 complaint, you can call us on 0345 1 24 24 20 or use this complaints form.

Step 1

Step 1

Customer care team

If you would like to make a complaint or are not satisfied with the level of service you’re receiving, we’ll hand your call to our customer resolution manager or your letter or email to a specialist advisor in our customer care team.

They’ll then call you back to discuss the issue and make a plan to resolve it. We’ll then confirm the outcome we’ve agreed with you by telephone or in writing, within 10 working days.

Step 2

Step 2

Formal review of your complaint

If you’re not satisfied with the outcome of your complaint, or the way we’ve handled it, you can request for our Head of Customer Service to carry out a formal review.

Please contact us, explaining why you remain dissatisfied and what action you would like us to take. We’ll let you know the outcome of our review within seven working days. If we fail to do this, we’ll give you an automatic payment under our Business Customer Charter

Step 3

Step 3

Independent review by CCWater

If at this stage of the process you are still unhappy, the Consumer Council for Water (CCWater) offer free, independent advice. Download Complaints leaflet here