We are committed to giving you high standards of service however, there may be times when you want to complain. We aim to deal with complaints efficiently and to put things right for you as quickly as possible.
The following information tells you how and where to complain and how we will deal with your complaint.
What is a complaint?
A complaint is any report of dissatisfaction with the service you are getting or trying to get from us.
Who can complain?
Anyone who is getting or trying to get a service from us, or anyone acting on their behalf, can complain. You don't have to be one of our customers to complain.
To make a complaint
To get the fastest solution to your complaint please phone us on the numbers below and we will try to resolve your problem there and then.
| Nature of complaint |
Telephone |
| For billing/ charges complaints (without water meter) |
0845 746 1100
Textphone: 0808 143 1195 |
| For billing/ charges complaints (with water meter) |
0845 746 2222
Textphone: 0808 143 1195 |
| For water and wastewater services complaints, including leaks |
0845 746 2200
Textphone: 0808 143 0295 |
If we cannot deal with your complaint over the phone, we will ring you back within one working day. If we cannot give you a full reply within one working day, we will ask you if would prefer a written reply. If you do, we will send you this within 10 working days of receiving your complaint.
If you would prefer to put your complaint in writing you should send it to United Utilities, PO Box 453, Warrington, WA55 1SE or complete our online contact us form.
Whichever way you choose to contact us we will keep a record of your complaint and use it to improve our services.
Written complaints
We will make sure that someone is responsible for replying to each written complaint that we receive. That person will be responsible for the quality of the reply and for making sure the reply is sent out in time and in your requested format, for example, Braille.
Our aim is to reply to letters of complaint within 10 working days of receiving them. If we fail to meet this deadline we will compensate you. When we reply to you we will give you the name, address and telephone number of the person who is dealing with your complaint. This is so you can contact them if you want more information about the complaint.
We keep a record of customers who have special needs because of age, illness or disability. If we know about your special needs, or if you tell us when you complain, we will take this into account when we investigate your complaint and when we reply to it.
If customers write to us in a language other than English, we will reply in the customer's own language, if possible.
Personal visits
If you call at one of our offices you will be able to talk to someone who will listen to your complaint and, wherever possible, sort it out for you. Please bear in mind that it is not always possible to do this at the time of your visit unless you have made an appointment. If they are unable to sort this out for you immediately they will explain what else needs to be done and arrange for someone to contact you with a response within 10 working days of your visit.
We will record details of all the complaints we receive from people who visit our offices.
Dissatisfied customers
If you are not happy with our reply to your complaint you should follow the steps set out in our Complaints procedure leaflet.