Complaint process

We take every complaint very seriously and have a detailed complaint handling process as part of our management system to ensure that we address issues and continually improve our service.

If you are not happy with the service Waterscan is delivering, we would like to know, so that we can put things right. In the first instance, please call 01243 839880 and speak to one of our friendly team who will aim to resolve your issue immediately. If this is not possible, for example we may need to work with your wholesaler, we will take the necessary information to investigate further and resolve the matter.

If you wish to make a complaint in writing, you can do so by:

In response to your complaint, we will:

  • – Provide you details and a clear explanation of the steps taken in addressing your complaint and resolving the issue(s) raised.
  • – Apologise and detail remedial action(s), either scheduled, underway or already taken.
  • – Advise as to whether we can offer compensation where remedial action is not possible or is insufficient to deal with the complaint.

Complaint stages

Stage one

Complaints can be raised directly to your Account Manager, or through the options above, and will be recorded and stored on our Customer Feedback and Complaints system. Once logged, the Compliance Manager will initiate the investigation / escalate as required, investigate corrective actions, root cause analysis and preventative actions.

We may need to call you to discuss your complaint further, acknowledge receipt or advise on how we plan to resolve the matter. Within 10 business days of receiving your complaint, we will provide a substantive response and will aim to have resolved the issue confirming the agreed outcome with you. If a resolution isn’t possible within this timeframe, we will explain why and provide regular updates, so you know what is happening. For customers in Scotland, we aim to provide a full response within 8 business days.

Stage two

If either our Compliance Manager or you, the customer, feel we have not resolved the complaint satisfactorily, then the matter may be escalated to an appropriate Director from our Senior Management Team, who will review the case and provide a response on the outcome of their review and any further action to be taken.

Stage three

If you are not happy with our resolution, or if we are unable to resolve your complaint, you can raise the matter with an independent body who will consider your complaint and may be able to mediate or investigate. You will have to of followed our complaints process above and escalated through the first two stages otherwise your complaint will not be considered and will be referred back to us.

For complaints in the English and Welsh water market, contact the Consumer Council for Water (CCW) who can offer advice and assistance as well as formally investigating complaints on your behalf. Their role is to represent customer interests, ensuring they receive a good level of service from their retailer and are independent of water retailers and wholesalers.

If CCW is unable to resolve your complaint, the next step is to contact ADR Group, who run an independent redress scheme and can provide an independent decision, subject to the rules of the scheme and being eligible for referral to ADR Group.

For complaints in the Scottish water market, contact the Scottish Public Services Ombudsman (SPSO). The SPSO is the final stage for complaints about public services in Scotland and its service is independent, free, and confidential.

  • Call – 0800 377 7330  
  • In writing – ‘Freepost SPSO’ or Scottish Public Services Ombudsman, Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS.
  • Online – www.spso.org.uk/contact-us

The SPSO will normally not look at complaints relating to issues you have known about for more than 12 months, where you have not gone all the way through our complaints handling process, or that have been or are being considered in court.

Emergency complaints

If you are experiencing a loss of water supply, concerns about water quality such as the colour or taste of your water, sewer flooding or any other public health risk, and wish to make a complaint, please contact your wholesaler directly using the Emergency contacts on our Contact us page.

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