Bill and account complaints

Unless we need more information from you, you should only need to contact us once to get your complaint resolved.

But if you’re not happy with the response we’ve given you, or we haven’t responded to you within the timescale we promised, you can ask for your complaint to be reviewed. We’ll need you to tell us the reasons why you think our decision is wrong.

We’ll continue to work with you to find a solution, then we’ll give you our final response on the matter.

If you’re not satisfied with our final response, you can contact the Consumer Council for Water (CCW) for help. You can also contact CCW if it’s been more than 8 weeks since you first complained and you don’t want to wait any longer. Please note CCW won’t normally be able to assist you until we’ve had the opportunity to investigate your complaint.

Speak to CCW

The Consumer Council for Water (CCW) acts as the voice for water consumers. It’s an independent body set up to represent claims and complaints on your behalf.

You can call CCW on 0300 034 2222

Or you can write to them at:

CCW London & South East
23 Stephenson Street
Birmingham
B2 4BH

Please note, CCW will normally only take up a complaint on your behalf once we’ve had the opportunity to put things right.

Can Ofwat help?

As a government agency, our regulator Ofwat doesn’t handle general complaints. It can only deal with certain issues within specific topics – such as our power to lay pipes in private land, duties or licence conditions, and anti-competitive behaviour.

Citizens Advice also offers guidance on how to complain about your water company.

You can use Google Translate for free to read the information on our website in your chosen language:

• Make sure you’re using Chrome as your browser
• Find Google Translate in the Chrome web store and click ‘Add to Chrome’. Then follow the instructions to install.
• Click on the three vertical dots in the top right corner of the screen. Select ‘More tools’. Then select ‘Extensions’. This will allow you to see all your Chrome extensions.
• Find Google Translate and click on ‘Details’. Then select ‘Extension options’. You’ll now be able to select your primary language and decide how you want the Google Translate extension to work.

You'll be able to use Google Translate to translate whole web pages, or individual words and phrases.

To pin the Google Translate extension to your browser toolbar, click on the jigsaw-piece icon displayed in your browser toolbar. This will show you a list of your Chrome extensions. You can select which ones you want to be displayed on your browser toolbar.