Business Customer Complaints 2021-22

CCW has published its annual business customer complaints report which explores the complaint-handling performance of water retailers in England and water companies in Wales.

Annual figures released today show that written complaints from business customers to their supplier fell by 2% in 2021/22. There was also strong evidence of more businesses receiving a swifter resolution to their problem with 19% fewer complaints having to be escalated to CCW.

Although this is movement in the right direction, the independent voice for water consumers has warned that too many businesses are still having to complain about the service they receive. It has called on poor performing water retailers to learn from the complaint handling of those receiving the lowest written complaints and match the performance of Hafren Dyfrdwy, First Business Water, Water2Business and Dŵr Cymru Welsh Water.

This report has been updated due to data corrections made by SES Business Water in their monthly and annual complaints data submission to CCW.  Please note these corrections do not alter the complaint performance data of any other retailer in 2021-22.