Complain about us
We want you to receive excellent customer service, but we understand that there may be times when you’re unhappy with the service you’ve received. If this happens, it’s important that you tell us so we can address your concerns.
If our service has failed to meet your expectations, let your case handler know. If they aren’t able to provide an explanation regarding our service, you can ask for our escalations team to review your case.
What to expect
We will review how we handled your complaint, not the outcome, unless our handling affected the result.
We’ll call you back within two working days at a mutually convenient time. The review may take up to 10 working days, and we’ll discuss the outcome with you directly.
Contact us
Ask your complaint handler to refer you to the escalations team or you can:
- Call us on 0300 034 2222* (England), 0300 034 3333* (Wales). *Calls may be recorded for training and quality monitoring purposes.
- Send us a letter to: CCW, 23 Stephenson Street, Birmingham B2 4BH
Contact the Parliamentary and Health Service Ombudsman (PHSO)
If you’re still unhappy following the review by the escalations team, you can refer your complaint and the way CCW handled it to the PHSO.
The PHSO will not consider the complaint between you and your water company. Alternatively, you can ask your Member of Parliament (MP) to refer our handling of your complaint to the PHSO.
Please visit the PHSO website to contact them directly.