We’re always sorry when we let our customers down. When this happens, we want you to tell us so that we can learn from it and put it right.
We’ll do everything we can to sort your complaint straight away.
Wherever possible we'll aim to reply within 5 working days, however on occasion this may take up to 10 working days. By that time, we'll have investigated your issue, and will be in touch to find out more information, offer an explanation for your experience and come up with a solution where possible.
If we can’t meet your needs, we’ll explain why.
In the unlikely event that we’re still unable to resolve your complaint to your full satisfaction, you can refer your issue to the Consumer Council for Water who will investigate it independently.