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 resolve the problem, you can ask for a manager to review your case. We’ll arrange a callback within two working days at a mutually convenient time.
A manager review takes 10 working days, and they will discuss the outcome with you directly.
Contact us
Ask your complaint handler to refer you to a manager 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 manager review, 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.