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Customer commitment

Our commitment to you

We aim to provide a dependable, supportive and transparent service at all times. That’s why we put you at the heart of our decisions every day, using insights you’ve shared with us to shape our commitments for the future.

A Thames Water employee visiting a customer at their home

If we haven’t delivered on our commitments for any reason, you may be owed compensation which will be automatically credited to your Thames Water account within the following month.

How much will I get?

The amount you’ll get depends on what’s happened and how it’s impacted you. And we always want to make sure you get the amount you deserve.

This means we’ll sometimes use our discretion to provide additional compensation for severe incidents or other problems not listed here.

I haven’t been compensated yet. What’s going on?

We always aim to send you a letter about your compensation within 1 month. We’ll usually credit your Thames Water account or send you a cheque within this timescale.

If you don’t have an account with us but you’re still our customer, for example if your landlord pays the bill, we’ll write asking for your details so that we can send you a cheque.

Sometimes we’re delayed getting in touch with you, but we’ll always include extra compensation to say sorry for the delay.

Please wait one month before getting in contact with us.

What if I’m a business owner?

Please get in touch with the company who sends you your water bill to find out more about their compensation policy.

Can’t find the help you need?

If you think you should get compensation but:

  • Haven’t heard from us in one month, or
  • Can’t find your problem listed here

Please fill out our form within three months of the incident. We’ll do everything we can to help.

Claim for compensation now

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