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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...

Written complaints made by business customers to water retailers have fallen to their lowest level since 2016/17 but performance remains mixed among the larger suppliers. The Consumer Council for Water’s (CCW) annual Business Customer Complaints Report shows that written complaints...

Introduction Water companies are beginning to test whether different ways of charging for water can help customers use less water, support affordability and respond to increasing pressure on water resources. Innovative tariffs, which vary the rate at which metered water...

We assess how water and sewerage companies handle complaints and support customers with debt. This helps us to understand the experiences of, and be the voice for, all water consumers – not just those who ask for our help. Our...

Concerns and confusion over rising water bills fuelled the largest-ever increase in complaints about water companies to the consumer watchdog. The Consumer Council for Water’s (CCW) latest annual household complaints report reveals complaints from household customers escalated to the watchdog...

We carry out assessments of water and sewerage companies to see how they deal with customer cases when we’re not directly involved. This helps us be the voice for all water consumers, not just those who ask for our help....

Our annual Business Customer Complaints Report gives an overview of complaints made by business customers in the water retail market in England and Wales during 2024 to 2025.

We’re here to help If you’ve been unable to resolve a problem with your water company or retailer, we’re here to help. We’ll review your complaint independently, explain what happens next and work with you and your water company to...

Water companies’ failure to deal with customers’ concerns over environmental performance and water meters has fuelled a steep rise in complaints to the consumer watchdog. The Consumer Council for Water (CCW) saw the number of complaints which had to be...