Are you unhappy with the service you have received from us?

We hope you never have to complain, but we know that we don’t always get everything right.

If you feel we’ve fallen short and haven’t been able to help sort your issue, please phone our complaints team on the numbers below and we’ll try to help you there and then. And if we can’t resolve things straight away, we promise to come back to you as soon as we can.

To talk to us about your bill, payment issues or how we charge you, please call 0345 075 0711.

To talk to us about water or wastewater issues, please call: 0345 075 0713.

We're here to help between 8am-8pm, Monday to Friday and 8am-4pm on Saturday. If you have hearing or speech difficulties and use a textphone, please dial 18001 before dialing this number.

For further information, see our Complaints Procedure booklet (PDF 2,628 KB opens in a new window) which explains fully the steps we take to resolve any issues you've had with the services you've received from us.

If you feel that our response doesn't help to resolve your issue, you will then be able to refer your complaint to the Consumer Council for Water, an independent body that represents customer interests. Their contact details are: Consumer Council for Water, First Floor, Victoria Square House, Victoria Square, Birmingham B2 4AJ Tel: 0300 034 2222 or visit the Consumer Council for Water website.

Our customer promises

We aim to give you great service

Your satisfaction is really important to us, so we aim to keep improving what we do by listening to your needs. And if things go wrong, we’ll put it right as quickly as possible and, where necessary, we’ll compensate you.

Our Standards of Service booklet (PDF 576 KB opens in a new window) sets out all the standards you can expect to receive from us and what we'll do if things go wrong.