Last reviewed: 5.5.2011 - 6.25pm
This page offers answers to frequently asked Guaranteed Standards related questions.
- Where can I get a copy of the Scheme?
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The scheme is available to download below.
You can also request a paper copy by calling our 24-hour Customer Centre on 0845 9200 800 (Textphone: 0845 7200 899).
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- What might I be due a payment for?
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Please see our customer guarantees for details of what you may be due a payment for.
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- How much money am I due?
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This depends on what you are due a payment for. Please refer to our customer guarantees for this information.
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- If I make a claim, when will I receive the payment?
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We will process your claim as quickly as possible and we will answer any questions you may have within ten working days.
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- How will the payment be made?
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Generally, we will make an appropriate credit to your account, which will show on your next bill, or we'll send you a cheque.
If you do not have an account with us we'll send you a cheque.
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- If I'm not happy with the outcome who can I contact?
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In the first instance, you should call us on 0845 9200 800 (Textphone: 0845 7200 899) and we will do our best to help.
Alternatively, you can write to us at:
Thames Water
PO Box 436
Swindon
SN38 1TUIf you are still unhappy after we have had the opportunity to reassess your case, you can contact Ofwat for an independent review.
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