We’re sorry you've felt the need to complain. 

We aim to always provide you with the highest possible service by treating you courteously, fairly, efficiently and making your contact with us as simple as possible. However, sometimes problems do occur and when they do, we want to know so that we can put them right.

To put things right as soon as possible we’d really like to talk to you about what’s gone wrong.  One of our experienced, dedicated Customer Managers can call you to understand what’s happened.  They will take the details, provide you with their direct telephone number and fully investigate so that they can resolve the issue.

To call us, please see our Contact Us page for the phone numbers for our Accounts Team and Services Team.

Alternatively, send us a message on Webchat, Whatsapp, Facebook, or Twitter, and we'll get back to you.





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If you decide to write to us, you will be contacted by a dedicated Customer Manager who will acknowledge your complaint, provide you with their direct telephone number and investigate your concerns. 

Our address is:

South West Water
PO Box 4762
BN11 9NT

Our Complaints and Compliments leaflet explains how we handle complaints.  You can let us know of your issue using whichever contact method you prefer and we’ll make sure things are put right.

We will always aim to resolve your complaint as quickly as possible

We promise to  reply to your complaint within ten working days from the date we receive your enquiry. However, we do understand you’d like your complaint resolved as quickly as possible so wherever possible we will aim to respond within five working days.

Occasionally our responses can take a little longer as we may need to make a visit or gather information, so if we haven’t been able to sort things out within eight weeks or we can’t agree a way forward with you, we will let you know that you have a right to pass your contact to CCWater.

Seen a leak? See if we're on our way to fix it

Thank you for letting us know

For leaks in the road, pavement or other public areas, We aim to attend within 3 working days. Sometimes we may need permission from the council to work in the road, meaning that our repair times can take a little longer, up to 3 weeks.
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