Our Customer Promise
Are there any exceptions?
Yes, there are times when we will not necessarily make a payment if we fail to meet a standard because of circumstances outside our reasonable control for example severe weather conditions, strikes or actions of third parties.
If you would like further information on these exceptions please call our Services Helpline. If you owe us money and the debt has been outstanding for more than six weeks at the time when a payment is due to you under Our Customer Promise scheme, any payment will normally be credited to your account. We will notify you in writing that we have done this.
Your legal rights to take action for any loss or damage suffered are not affected by payments under Our Customer Promise scheme. Payments do not constitute an admission of liability on our part. Any dispute regarding your right to a payment may be referred to the Water Services Regulatory Authority (Ofwat) for a binding decision.
Back to Our Customer Promise