If you do need to make a complaint, please let us know so we can quickly work to make things right. We’re sorry if we’ve let you down.
Our contact centres are very busy right now, and it may take longer to answer your call.
Our billing team is available from 8am to 7pm, Monday to Friday, and 8am to 1pm on Saturdays, excluding bank holidays.
Our water supply team is available 24/7.
Please note, we only provide fresh water services to our customers. For sewerage and wastewater queries, you need to contact your sewerage provider. Find out who your sewerage service provider is on Water UK's website.
You can put your complaint in writing by emailing us at firstname.lastname@example.org
Our team will reply to your email within ten working days, or sooner if we can call you.
in your email, so we can find your account information.
You can also include a contact number and the best time to try to call you between 9am and 5pm, Monday to Friday. We'll then try our best to catch you, to discuss your query.
While our regulator says we have ten days to respond to your complaint, we will always try and sort this for you within five working days.
Some complaints may take longer to fix, but we’ll keep you updated with what we’re doing and why we’re doing it.
If we can’t resolve your problem to your satisfaction, we can carry out an internal review, to make sure we've done our best for you.
Within 8 weeks of us receiving your complaint we will either:
In both cases, we'll tell you how you can contact CCW if you're unhappy with our response, or if you don't want to wait beyond 8 weeks.