Complaint letter tool

Do you need to make a complaint in writing to your water company or retailer, but unsure what to include? We've created this tool to help make this process easier and quicker.

Just enter a few details and the tool will generate a letter that you can send to your water company or retailer.

What information to include

Before you start, here’s the key information you’ll need to include in your complaint letter:

  • Describe the problem: explain what the issue is and what you would like the outcome to be
  • Key dates: include important dates or timelines related to the issue
  • Company details: provide the name and address of the water company or retailer
  • Account information: include your account number or any reference numbers provided by the company

We don’t store the information you provide, so it will be deleted if you navigate away from this page.

Write a letter to complain to the water company or retailer

Your details

These details will appear on the letter you generate from this form.

Put your street, town and postcode on different lines.
If you’re a business customer, use the address of your business.

(Maximum number of characters allowed: 0/5000)

If it’s not a UK number, include the country code. If it’s a landline, include your area code.

How would you prefer to be contacted?(required)
Are you making a complaint on behalf of someone else?(required)

Please provide details of the person you are contacting the water company or retailer about

(Maximum number of characters allowed: 0/5000)
(Maximum number of characters allowed: 0/5000)

Water company or retailer details

Enter details of the water company or retailer that you are complaining about.

For example, Thames Water, Dŵr Cymru Welsh Water, Water Plus

You can find the water company address on their website or retailer details on the Open Water website. Alternatively, on the water bill. Place the street, town and postcode on different lines.

(Maximum number of characters allowed: 0/5000)
Is there a specific person you want to write to?

Account details

Your details are available on your online account. If you don't have one, you can also find it on bills, letters, or emails from the water company or retailer. If you are applying on behalf of someone else, enter their account details.

This might also be called a ‘customer number’.

Sometimes a separate reference number is generated, for example, if you or someone has already written to the supplier about this issue and they gave a reference number in their reply.

What type of service are you complaining about?(required)

Your complaint

For example, I think my water meter is faulty. Include details like dates or time frames if you know them. If there’s more than one problem, put them on different lines or in a numbered list.

(Maximum number of characters allowed: 0/5000)
(Maximum number of characters allowed: 0/5000)
Has anyone complained about this issue before?(required)

For example ‘1 January 2024’. If you don’t know the exact date, try to be as specific as you can, for example, ‘January 2024’. If complained several times, list the dates.

How was the complaint made?(required)
Who made the complaint?(required)

You can edit your letter if you would like to make any changes.

You can download this letter to attach to an email or send by post. Alternatively, you copy it to your clipboard and paste it into another application, such as an email or web form

Don’t forget to keep a copy of the letter for your records.

The letter has been successfully copied.

An error occurred while copying the letter to the clipboard.

Account number:

Reference number:


Re: Complaint against and it's about .

I'm contacting you on behalf of and they live at .

Disabilities or additional needs you should be made aware of:

How I'd like the problem to be resolved:

I first contacted you about this on by

This complaint was first made by on by

Please respond within 10 working days. If you fail to reply within this time, I will consider taking the matter further.

I look forward to your response to my concerns. If you need further information from me, my preferred method of contact is by

Thank you.

Send your letter

Water company

Find your water company details if you're complaint is about the home.
Contact your water company

Water retailer

Find your water retailer details if you're complaint is about a business.
Contact your retailer