Scottish Water International Limited

Trading as Scottish Water

Registered in Scottland with number SC415570.

Scottish Water is a statutory corporation that provides water and sewerage services across Scotland. It is accountable to the public through the Scottish Government.

Scottish Water provides drinking water to 2.46 million households and 150,000 business customers in Scotland. Every day it supplies 1.34 billion litres of drinking water and takes away 847 million litres of waste water from customers' properties and treats it before returning it to the environment.

 How to complain about Scottish Water

Step 1

If you are not happy about the way we have provided services or with the services provided please call us on our Customer Helpline 0800 0778 778 or email: customer.services@scottishwater.co.uk and provide us with details of your concern. Through contacting us by phone we can start to resolve your concerns sooner.

We aim to deal with your telephone contact there and then. If we cannot do this we will ring you back. Calls may be recorded for quality or training purposes.

Step 2

In the event that your concern is not resolved to your satisfaction once you have completed step 1, you can contact us through one of the following routes:

Email our Service Review Team at customer.concerns@scottishwater.co.uk or write to:

Service Review Team
Scottish Water
PO Box 8855
Edinburgh
EH10 6YQ

We will offer you a written response. For those instances where we need to investigate your complaint we will respond to you within five working days.

Step 3

We hope that you will never need to progress beyond step 1 or 2 as we will make every effort to resolve your complaint to your satisfaction. However, if you find that you are still not completely satisfied with our final response, then you can contact the Scottish Public Services Ombudsman.

The Scottish Public Services Ombudsman (SPSO) is the final stage for complaints about most organisations that provide public services in Scotland, including Scottish Water. Their service is independent, free and confidential.

The SPSO will normally only consider a complaint after you have fully completed Scotish Water’s complaints review process.

The SPSO cannot normally look at complaints more than 12 months after you became aware of the matter you want to complain about, or matters that have been or are being considered in court.

If you remain dissatisfied once you have completed Scottish Water’s complaints procedure, contact the SPSO for advice and request a complaint form on Freephone 0800 377 7330, via their website at www.spso.org.uk or by writing to:


Freepost SPSO

Please note - this is all you need to write on the envelope, and you do not need to use a stamp.

 Scottish Water complaints contacts

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 Comments

Use this comments section to discuss problems you have had with Scottish Water, or how they have handled your complaints. Initial complaints should be directed to Scottish Water directly. You can find contact details for Scottish Water above.

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