Complaints Procedures

England Water Complaints Procedure.

We’ll always try and do everything we can to ensure you’re completely satisfied, but we know that problems can sometimes arise. To make sure your complaint is resolved quickly and to your satisfaction, we’ve put together the following steps.

For issues with your water supply in Scotland please click: Scotland Water Complaints Procedure

The best way for us to resolve your complaint quickly is to call us on 0113 447 0322 and speak to one of our Customer Care advisors. If you can’t call us, you can e-mail.

No matter how you get in touch, we’ll need a few things from you:

Your contact details (Name and Address) or simply include your account number

Any background information on the issue

The impact the issue is having on you

What you would like to happen as a resolution

Step 1

Letting us know

Our Customer Care advisors are empowered to resolve complaints on the first call whenever they can. If you’ve written to us, we might need to contact you by phone for more information before we look into your complaint. Sometimes, we’ll need to speak to a third party before we can resolve your complaint, but we’ll respond to you within 10 working days.

We’ll always try and resolve your complaint at the first point of contact. To resolve we’ll:

Offer an apology

Explain what’s happened

Take action to put things right

Offer compensation in appropriate circumstances

Step 2

Trouble resolving your complaint

If your complaint is passed to our customer service team, one of them will acknowledge your complaint and complete a full review. Further conversations with you may be needed but you’ll be kept updated every step of the way.

Step 3

If things haven’t been resolved to your satisfaction

If you’re still unhappy after we’ve completed our review and investigation, or your complaint isn’t resolved after 8 weeks, you can ask CCW (formerly the Consumer Council for Water) to help. CCW offer free advice and assistance and may formally investigate complaints where necessary. You can visit https://www.ccwater.org.uk/ to find out more, or contact them on 0300 034 2222.

Step 4

Next Steps

If you’re still unhappy after reaching the end of both our and CCW’s process, you can take your complaint to the Water Redress Scheme (WATRS). For more information on WATRS you can visit https://www.watrs.org/.

Contact

Alternative Dispute Resolution Code of Conduct

ESSO is committed to resolving complaints quickly and to the satisfaction of our customers. In the few instances where this is not possible, we have subscribed to the Water Redress Scheme (WATRS) to provide an effective Alternative Dispute Resolution (ADR) scheme for our customers.

Following the principles of the Water Redress Scheme, ESSO commits to:

Provide an ADR scheme free of charge to customers

Support the principles set out in the ADR Specification

Respect the independence of the ADR Service Provider

Be bound by the decision of the ADR adjudicator if accepted by the customer and to implement the decision as required by the Scheme Rules

Co-operate with and have due regard to the recommendations of the ADR Panel

Provide accurate and reliable information to and co-operate with the ADR adjudicators