Make a complaint

If you’re unhappy with the service from your water company or retailer, we’re here to help.

Step 1: Contact your water company or retailer

Explain what went wrong and give the company a chance to put things right.
If they don’t reply within 10 working days, you may be entitled to a payment under the Guaranteed Standards Scheme (GSS).

Need help writing your complaint? Try our complaint letter tool. Just enter a few details and download, email or print your letter to send to your water company or retailer.

Step 2: If you’re still not happy

Ask your water company or retailer to move your complaint to stage two. They’ll review it again and respond within another 10 working days.

Step 3: Bring your complaint to us

Our service is free and easy to use. If you’re still unhappy, you can bring your complaint to us. You’ll need either:

a final response letter or verbal confirmation from your company; or
to have waited 8 weeks.

You’ll also need to include any evidence that supports your complaint, such as emails, bills or notes from calls.

We’ll review your case independently and let you know if we feel more can be done to put things right.

If you need extra help, our Dedicated Support Team can support you at any stage of your complaint. You can also ask a family member, friend, or someone you trust to help you to make your complaint. We’ll send you a form to sign, so we can talk to them about it.

What to expect

You’ll hear back from us within 2 working days
You’ll have a dedicated advisor who will explain the next steps and keep you updated throughout
We will review your situation and the actions of the water company, then form a view and advise you of this
We understand that every person is different, and we will do all we can to provide the right support at the right time