Complain about us
We’re here to help
We’re committed to delivering excellent customer service, but we know things don’t always go as expected. If you’re unhappy with how we’ve handled your complaint, we want to hear from you.
Your feedback helps us improve. We see complaints as a chance to better understand your experience. We focus on how your complaint was handled, rather than the outcome.
How we handle your complaint
When you make a complaint, we’ll carefully review the following areas:
- Communication – We’ll check for any issues like delays, missed updates, or unclear responses.
- Process – We’ll assess if we followed our procedures properly.
- Adjustments – We’ll look at whether we made reasonable accommodations while handling your complaint.
What we can’t review
There are some things that fall outside our scope, including:
- Disagreements with the outcome of a previous water company complaint (including adjudication)
- Issues that are outside our area of expertise
- A supplier’s failure to carry out a remedy
- Complaints that haven’t followed our process
Start by contacting your named advisor
If you have a concern, we encourage you to reach out to your named advisor first. They’re usually the best person to address your issue and will aim to resolve it quickly. You should have received their contact details when you first raised your complaint.
If you’re unsure who to contact, call us on 0300 034 2222, and our team will help connect you with the right person.
Still Unhappy? Request a formal review
If you’re still not satisfied after speaking with your advisor, you can request a formal review of your complaint by our Dedicated Support Team.
Our Dedicated Support Team is empowered to act on behalf of our Senior Leadership Team, including the CCW Chief Executive Officer.
What to expect from the review
The Dedicated Support Team will independently assess how your complaint was handled, but they won’t review the original outcome. They’ll share their findings and outline your next steps, which may include options for further action.
This review typically takes up to 10 working days.
Parliamentary and Health Service Ombudsman (PHSO)
If you’re still unhappy after the review, you can contact the Parliamentary and Health Service Ombudsman (PHSO) to review how we’ve handled your complaint. They won’t be able to address the complaint you have with your water company.
Alternatively, you can ask your Member of Parliament (MP) to refer our handling of your complaint to the PHSO.
For more information, visit the PHSO website to contact them directly.
