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 are 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.
You can also request a callback and we'll call you as soon as one of our team is available.
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.
Unhappy with our service?
We try to get everything right first time but appreciate this isn’t always the case. If you’re unhappy with any element of our service, please talk to us and we’ll do what we can to resolve your concerns as quickly as possible. Contact us on 0333 207 9283 or email firstname.lastname@example.org
For customers in England
If, having fully exhausted this process, we haven't resolved the complaint to your satisfaction, you may take your complaint to the Consumer Council for Water (CCW) who are an independent representative working with both consumers and non-household organisations and will act on your behalf to try to resolve your complaint with us.
If this doesn’t resolve the issue to your satisfaction, your final escalation point is ADR Group who will mediate. You can find their contact details here.
For customers in Scotland
If you remain dissatisfied, you can ask the Scottish Public Services Ombudsman (SPSO) to look at your complaint. The SPSO is the final stage for complaints about public services in Scotland. The SPSO cannot normally look at complaints:
- where you have not gone all the way through the organisation’s 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 email@example.com. We'll make a charge to cover our costs for responding based on guidance issued by the Information Commissioner’s Office.