Complaints Procedures
Scotland Water Complaints Procedure.
If you’ve experienced a problem with your water supply in Scotland and would like to complain, please follow the steps below.
For issues with your water supply in England please click: 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.
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:
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 always keep you updated on progress.
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 investigation 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 we’ve completed our review and full investigation and you’re still not happy, you can ask the Scottish Public Services Ombudsman (SPSO) to look at your complaint. The SPSO is the final stage for complaints about public services in Scotland.
The SPSO cannot normally look at complaints:
• Where you have not exhausted our complaints procedure; or
• If more than 12 months has passed since you became aware of the matter about which you want to complain; or
• That have been or are being considered in court