Consumer Council for Water
The Consumer Council for Water is the independent representative of household and business water consumers in England and Wales.
They provide free advice to consumers and keep them informed on the issues that affect their water and sewerage services. They also take up the complaints of household and non-domestic customers when they are unable to resolve them directly with their water company. They aim is to settle 70% of complaints within 20 working days and 85% within 40 working days.
How to complain about Consumer Council for Water
1. Follow your water and sewerage company’s complaints procedure.
Their contact details will be on your bill and on the company website.
Consumers who send a letter or email to a company are better able to explain the problem and achieve a resolution. The Guaranteed Standards Scheme (GSS) requires the company to reply within 10 working days of receiving your written complaint. If it fails to, you are entitled to an automatic credit on your account.
Alternatively, you can make a telephone complaint and a company agent can write down what you say and agree it with you. however, this is regulated differently to written complaints.
2. If you are not satisfied with the company’s first reply, you can ask them to review their decision at a higher stage. Most companies have two complaint stages.
3. If you are still unsatisfied. You can contact The Consumer Council for Water about your complaint.
Consumer Council for Water complaints contacts
Call Complaints (England) on 0300 034 2222
Email General Enquiries on email@example.com
Call Complaints (Wales) on 0300 034 3333
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