The process you should follow if you have a complaint about your water company is explained here.

1. Contact your company

• If you have a complaint, you should first contact your local water company. This gives them the chance to put things right. It also ensures that the company is aware of the problem you are experiencing. Details of how to contact the company are shown on the back of your bill.
• Your company should deal with your complaint using its complaints procedure. This explains the process the company will follow in handling your complaint. Complaint procedures are approved by us. You can ask your company for a free copy of its complaints procedure.

2. If you are not satisfied with the company’s response

• If you are not satisfied with the initial response from the company’s staff, you should tell the company.
• Someone more senior in the company who has not previously been involved with your complaint will review the response.

3. Ask the Consumer Council for Water to investigate

• If you are still not happy with the company’s response, you will need to ask the Consumer Council for Water to investigate. This is an independent organisation that represents customers’ interests. Its services are free.
• You will need to tell the Consumer Council for Water why you are not happy with the company’s response and how you want the matter sorted out. If possible, send any papers relating to your complaint.

The Consumer Council for Water will not normally deal with your complaint until the water company has had an opportunity to sort it out.

You can find out how to contact the Consumer Council for water by visiting their website at www.ccwater.org.uk.

A number of particular types of complaints are dealt with by us, rather than by your local Consumer Council for Water Committee. You can find out about these in the section that covers complaints we handle.