What happens if I am not happy with the way Ofwat has handled my complaint?

We report our performance in our annual report. The list below shows our performance standards.

• 95% of enquiries to be responded to within 10 days
• 80% of non-investigated complaints to be dealt with within 10 working days
• 65% of investigated complaints to be resolved within 3 months (65 working days)
• 80% of investigated complaints to be resolved within 6 months (130 working days)

Internal review

If you are unhappy with the service you received from us, we would like the chance to put the matter right. We have an internal review procedure.

You should write to our Director of Finance and Business Services in the first instance.

Please explain:

• what happened;
• why you are not satisfied; and
• what you would like to be done to put the matter right.

The Director of Finance and Business Services will investigate your concerns.

Ombudsman

If you are still unhappy after we have considered your complaint again under our review procedure, you have the right to ask your Member of Parliament to take the matter to the Parliamentary Ombudsman. The Ombudsman’s job is to investigate complaints from members of the public who consider they have suffered an injustice through poor administration by government departments and certain public organisations. The Information Commissioner also looks at complaints about being refused access to official information.

The Ombudsman’s services are free. You can contact the Ombudsman’s enquiry helpline on 0845 015 4033 or write to:

Millbank Tower
Millbank
London SW1P 4QP
Website: http://www.ombudsman.org.uk/
Complaints Helpline Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk