Top of main content

Bill and account complaints

If your complaint is relating to your bill and account, you can either call, chat with us through web chat or WhatsApp, or write to us.

mobile phone icon in blue

Call us

Call us on 0800 980 8800.

Monday - Friday, 8am - 8pm. Saturday 8am - 6pm.

laptop icon

Chat with us

Contact us through web chat

Monday - Friday, 8am - 10pm. Saturday and Sunday, 9am - 5pm.

Your details may need to be passed to colleagues or contractors working on our behalf. You can view how we use and protect your personal data online.

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
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.