Business complaints report

We’ll be publishing our annual business customer complaints report, which explores the complaint-handling performance of water retailers in England and water companies in Wales.

The Business Complaints Report looks specifically at the experiences of business customers. We gather information from the complaints made directly to retailers and those that customers have brought to us. We use this to establish where there might be specific issues across the water-retail market or at a retailer level that are impacting customer service and need to be addressed. Through identifying the root causes of customers’ concerns, we are then able to work with retailers to tackle these problems. It also helps us to draw out examples of best practice that we can share with the rest of the industry to improve overall standards of complaint handling.