Making a complaint

We’re committed to providing you with an excellent service, but we know we’re not perfect and we don't get it right every time.

We’re here to help 

We are sorry you feel dissatisfied with our service and we would like to work with you to investigate your complaint and try to resolve it for you.

How to make a complaint

If you’d like to make a complaint, please contact our Customer Service team so we can help to find a solution as quickly as possible.

Call us on 0345 124 2420

Write to us at Customer Relations, Business Stream, 7 Lochside View, Edinburgh, EH12 9DH.

Alternatively you can use this complaints form.

Step 1

Step 1

In the event our Customer Service team is unable to resolve your complaint, we will appoint a dedicated complaints handler to agree with you the most suitable options available to reach a resolution. Once agreed, we’ll investigate and then confirm the approach with you by telephone and in writing within 10 working days and in accordance with the general service standard guidelines which can be found here

Step 2

Step 2

If you’re dissatisfied with our proposed resolution approach, you can request that we conduct a further, more in-depth review to take into consideration any new information or change of circumstances. To arrange this, please contact your dedicated complaints handler, detailing your reason for requesting a further review and letting us know the alternative actions that you feel will bring your complaint to resolution.

Step 3

Step 3

There may be occasions where it is not possible to reach a resolution and where this is the case, you can refer your complaint to your water regulator, the Consumer Council for Water (CCWater) who will be able to offer you free advice and an independent review.

Call 0300 034 2222 | Visit ccwater.org.uk | Email enquiries@ccwater.org.uk

Step 4

Step 4

If you remain dissatisfied following stage three of our complaints procedure, you may then be eligible to take your concerns to the Water Redress Scheme (WATRS) who will provide an independent binding decision. You’ll need notification from CCWater before your complaint can be investigated by WATRS.

Call 0207 520 3801 | Visit watrs.org

If we fail to meet any of our standards while handling your complaint, we’ll pay you compensation in line with the general service standard guidelines which can be found at business-stream.co.uk/yorkshire/governance-and-compliance.

Download our complaints brochure here