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Making a complaint
The water and sewerage companies in England and Wales are responsible for providing a good-quality, efficient service at a fair price.
Customer service has improved significantly in recent years. However, if anything does go wrong there are safeguards in place to protect you. This includes legal standards that guarantee you a certain level of service and provide you with compensation.If your water company lets you down, you have the right to complain. A formal complaint gives the company the chance to put things right. It is also an important part of the process by which the companies seek to improve customer service.
The steps you need to take to resolve your complaint will depend on whether you are a:
- household consumer
- non-household consumer (such as a business or public body).
Some complaints are from people or organisations who are not direct consumers of water and sewerage services, such as property developers or landowners. The process for resolving these complaints is outlined in the section for other customers.
