Frequently asked questions

Last reviewed:

This page offers answers to frequently asked questions about our Customer Guarantee Scheme:

The scheme is available to download below.

Customer guarantee scheme (0.12Mb)

You can also request a paper copy by calling our 24-hour Customer Centre on 0800 3169 800 

(Textphone number for the deaf or hard of hearing: 0800 3166 899).

Please see our customer guarantees for details of what you may be due a payment for.

This depends on what you are due a payment for. Please refer to our customer guarantees for this information.

Whilst we aim to resolve these requests quickly, investigations can sometimes be detailed and can take longer than expected, however we will ensure that you are kept fully informed of progress.

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.

In the first instance, you should call us on 0800 9808 800 and we will do our best to help (Textphone number for the deaf or hard of hearing: 0800 3166 899).

Alternatively, you can write to us at:

Thames Water
PO Box 436
SN38 1TU

If you are still unhappy after we have had the opportunity to reassess your case, you can contact Ofwat for an independent review.

Visit Ofwat's website

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