If we’ve had the opportunity to put things right but you have additional needs that have not been met, you can ring us to request an independent review of your case.
0800 0093 988 (lines open between 9am and 5am, Monday to Friday).
Additionally, you can choose to contact CCWater instead (see below).
Contacting the Consumer Council for Water
The Consumer Council for Water (CCWater) is an independent body set up specifically to represent customer interests, should you wish them to investigate claims on your behalf.
If you still remain dissatisfied with the outcome of our review of your complaint, you can contact CCWater by calling 0207 931 8502 or by visiting their website.
Their lines are open from 9am to 5pm, Monday to Friday and are closed at weekends and on bank holidays.
You can also write to:
Consumer Council for Water
London and South East
1st Floor, Victoria Square House,
Normally, CCWater will only take up complaints if we have been given the opportunity to put things right first.
Water Redress Scheme (WATRS)
The Water Redress Scheme (WATRS) is an independent adjudication service to resolve disputes between customers and water companies. The scheme will address those complaints which remain unresolved at the end of the complaints process.
If you have received a WATRS letter from CCWater and your complaint falls within the eligibility criteria for the scheme, you can contact them to request an application form by calling 0207 520 3801, by visiting their website or by email. Guidance notes are available on the website or you can ask for a copy to be sent to you.
Their address is:
International Dispute Resolution Centre,
70 Fleet Street,
We have signed up to the scheme's commitments which are set out below. A full copy of the Scheme Rules can be found here:
- Commitment to provide WATRS free of charge to customers
- Commitment to support the principles set out in the ADR Specification
- Commitment to respect the independence of WATRS
- Commitment to be bound by decision of the WATRS’ adjudicator if accepted by customer and to implement decision as required by Scheme Rules
- Commitment to co-operate with and have due regard to the recommendations of the ADR Panel
- Commitment to provide accurate and reliable information to and co-operate with the WATRS’ adjudicators