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How to complain

How to complain

We’re committed to providing all our customers with excellent service. If something’s gone wrong, we want to put it right.

Putting things right

We're really sorry about your experience with us. We'd love a chance to make things right and solve your issue. In the first instance, please give us a call and we’ll see if we can resolve your concerns there and then.

Get in touch

For help with your account, bill or charges, please call us on 0800 980 8800
Phone lines are open 8am – 8pm, Monday-Friday.

For help with your water or wastewater services, please call us on 0800 316 9800
Phone lines are open 24 hours, 7 days a week.

How we’ll deal with your complaint

If we can’t resolve the issue straight away, we’ll let you know how long it is likely to take and when we’ll contact you again.

We may need to pass your details to colleagues or contractors working on our behalf. Learn more about how we use and protect your personal data

We’re happy to speak to someone you nominate to act for you – we’ll just need you to give us permission to share your information with them. If you appoint a solicitor or land agent, we'll be happy to liaise with them, but we can’t be responsible for any costs incurred.

In some areas, we collect wastewater charges on behalf of another company. Their name will be on your bill. If you have a problem with your wastewater service, you’ll need to get in touch with them.

Writing to us

If you have a complaint, please always call us if you possibly can. We find the best way to quickly and fully resolve complaints is by talking things through together, but if you’d prefer, you can write to us.

Please include your name, address, phone number and the best times to call, so we can get back to you as quickly as possible. If you're contacting us about your account, please include your account number.

Thames Water
PO Box 436
Swindon
SN38 1TU

We'll respond within 10 working days of receiving your written complaint. This might be by phone, but if we can’t speak to you, we’ll contact you in writing.

Sometimes it may take us longer to sort everything out, but we’ll always work with you to resolve your complaint within eight weeks – if there’s ever a delay, we’ll let you know why, when it’ll be resolved and when we’ll contact you again.

We’re happy to speak to someone you nominate to act for you – we’ll just need you to give us permission to share your information with them. If you appoint a solicitor or land agent, we'll be happy to liaise with them, but we can’t be responsible for any costs incurred.

In some areas, we collect wastewater charges on behalf of another company. Their name will be on your bill. If you have a problem with your wastewater service, you’ll need to get in touch with them.

You can also email us.

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