Alternative Dispute Resolution
We’ll make every effort to resolve your complaint. If we’re unable to reach a resolution with the water company, we’ll refer your complaint to our Alternative Dispute Resolution (ADR) Team. They will decide whether mediation or adjudication is the best course of action for your case.
Mediation
Mediation involves both parties working together with a neutral mediator to find a solution. Our ADR Team will facilitate this process to help both sides reach a mutually acceptable outcome.
Adjudication
If mediation isn’t suitable, the ADR Team will recommend adjudication. They will contact you to:
- Confirm your complaint points remain the same,
- Identify any specific points you want an adjudicator to consider,
- Discuss your desired outcome and the likelihood of achieving it
- Review the evidence you have and advise on how to strengthen your adjudication application.
If your case is not suitable for mediation or adjudication, the ADR Team will direct you to the most appropriate organisation for further action. You’ll also need to check with your water company about the relevant adjudication scheme to ensure a smooth transition.