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First talk to your water company or retailer If you’re not happy with the service provided by your water company or retailer, you should first follow your water company’s two stage complaint process before we can help you.​​ Stage one:...

Resolving a complaint against a water company in England and Wales will be quicker and easier for customers under changes that have taken effect this month. The Consumer Council for Water (CCW) will now manage and oversee each step –...

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...

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...

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 2023 to 2024.

CCW has launched a new online tool to make it easier for consumers to resolve a problem or dispute with their water company. Our complaint letter tool is designed to make it simpler and quicker for people to write a...

What information to include Before you start, here’s the key information you’ll need to include in your complaint letter: Describe the problem: explain what the issue is and what you would like the outcome to be Key dates: include important...

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For information on how to make a complaint, please visit our make a complaint page.