We've put together answers to the questions our customers regularly ask us – and then added some you might never have thought of! If you can’t find the answer you are looking for here, please contact us using the details below.
We're here to help with your enquiry from Monday to Thursday: 08:45 to 17:30 and Friday 08:45 to 17:00 on 0333 207 9283.
0333 207 9283
Email us direct
You may want to drop us an email so we’ve included our most popular inboxes below:
Third Party Intermediary (TPI) or Broker?:
Write to us
Why not write to us? You’ll find us at:
PO Box 4998,
Complaints or Compliments?
Passing on compliment
If you've had a good experience with us we'd really like to know so that we can thank the team member involved and continue to improve our services. You can contact us on 0333 207 9283 or email firstname.lastname@example.org
Unhappy with our service?
We always try to get everything right first time, but we know this isn’t always possible and we'd like the opportunity to put things right. Please get in touch with us in the first instance if you're unhappy with any aspect of our service to see what we can do to resolve any issues for you as quickly as possible.
Contact us via web chat* Email us at email@example.com Call us on 0333 207 9283*
Live web chat is usually the quickest way to get in touch with us.
*Web chat and phone lines are open Monday to Thursday 08:45-17:30 (17.00 on Fridays). Please note that we’re closed on weekends and bank holidays (England only).
If we're unable to resolve your complaint
We always try our very best to resolve any issues, however if we’re unable to do this to your satisfaction, you can take your complaint to an independent body that can help. These bodies are different organisations depending on whether your business is based in England or Scotland.
For customers in England
If your business is based in England and we’ve not been able to resolve your issue to your satisfaction, you can get in touch with the Consumer Council for Water (CCW). CCW is an independent body that will work on your behalf to try and resolve your complaint. You can visit the CCW website for more information on what to do next.
Your final escalation point would be to take your complaint to ADR Group within 6 months of the date of your closure letter from CCW. ADR Group mediates disputes between the customer and water and wastewater retailers which have reached a state of deadlock.
For customers in Scotland
If your business is based in Scotland, and you're not satisfied after we've dealt with your complaint, you can get in touch with the Scottish Public Services Ombudsman (SPSO).
The SPSO is the final stage for complaints about public services in Scotland. Please note the SPSO will not usually look at complaints:
- where you have not gone all the way through our complaints handling procedure
- more than 12 months after you became aware of the matter you want to complain about; or
- that have been or are being considered in court
- In person: SPSO, Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS
- By post: Freepost SPSO (you don’t need to use a stamp)
- Freephone: 0800 377 7330
- Online: spso.org.uk/contact-us
Subject Access Requests
You can request access to the data we hold about you by submitting a Subject Access Request (SAR).
Freedom of Information
We are not a public body under the Freedom of Information Act 2000 and therefore do not have a legal obligation to disclose information under this Act.
Environmental Information Regulations
As a retailer we will provide information under the Environmental Information Regulations (2004) if we are the appropriate company to do so, taking into account the nature of the information requested and our legal obligations. Requests including a description of the information you’d like to see should be directed to firstname.lastname@example.org. We'll make a charge to cover our costs for responding based on guidance issued by the Information Commissioner’s Office.