For the great majority of our customers, we supply and take away water without any problems. But sometimes things go wrong and we want to know so we can put them right.
For urgent attention call our Helplines:
- Accounts issues: 0344 346 1010* (Minicom 0800 169 9965)
- Water and sewerage services: 0344 346 2020* (Minicom 0800 169 9965)
Like any business, we don't like receiving complaints but they are very important to us. They give us valuable information to help us improve what we do and give us the chance to prove by the way we respond that our customers are important to us.
We have a Complaints Procedure approved by our regulator Ofwat.
If you do have to complain and are not satisfied with how we handle matters, your further complaint will be reviewed and considered by the senior manager in the company who is responsible for the part of the business about which you are complaining.
Where we are able to resolve matters immediately, she or he is required to sort things out to your satisfaction. However, to resolve some problems significant investment in improving water mains, sewers or treatment works may be required which cannot be undertaken immediately. We will always try to provide short-term improvements where a full resolution cannot be achieved immediately.
The 'Complaints and Compliments' document provides contact details for the Consumer Council for Water South West Region, the independent customer watchdog for South West Water. You can take your complaint to it if you are not satisfied with the outcome of our Complaints Procedure.
A further and final complaint resolution service is available if the CCW is unable to resolve your issue. This is the Water Redress Scheme (WATRS) - follow the link for more information.
*03 numbers are charged at standard rates and will be included in any free minutes in a mobile or landline phone contract.