CUSTOMER INFORMATION

Complaints Procedure.

Our aim

We aim to provide our customers with a high quality service at all times. If you do have reason to complain about our product or service, it is important that we deal with it efficiently and thoroughly. We keep a record of any complaints we receive to help us identify areas where we can improve. We welcome your comments and aim to answer complaints within 10 working days of receipt. A full copy of our Internal Complaints Procedure - approved by OFWAT, is available on request.

If you telephone us

Our Customer Services team can be contacted on 0845 60 70 456

They will aim to resolve your complaint at the time of your call. If additional research or a site visit is required, it may take a little longer.

If you write to us

Our Customer Relations Team will investigate your complaint and provide you with a full reply within 10 working days. If we fail to meet this target, we will make a payment to you under our Guaranteed Standards of Service scheme. For a leaflet detailing this scheme please call 0845 60 70 456.

Sewerage complaints

We collect sewerage charges on behalf of Severn Trent Water Ltd. Complaints regarding charges for surface water drainage and sewerage will be dealt with by us within 10 working days of receipt.

Complaints about sewerage services, however, should be directed to Severn Trent Water who will respond under their own guaranteed standards scheme. You can find their details in your local telephone directory under ‘Water.’

Taking things further

If you are not satisfied with the handling of your complaint you can write directly to the Director of Customer Services for an independent review. If you are still dissatisfied you can then have your case investigated by the Consumer Council for Water - Central and Eastern.

In certain circumstances you may wish to refer the issue to arbitration. If we cannot agree on the appointment of an arbitrator either the Director General of Water Services Regulation Authority (Ofwat). or the Secretary of State can appoint one. Water Services Regulation Authority (Ofwat) is an independent Government department responsible for making sure that the water industry in England and Wales provides customers with a good quality product and efficient service at a fair price. If any of these courses of action apply, we will notify you at the relevant time.