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Complaints

Complaints made by household customers

232,817 Received by water companies

Source: CCW; England and Wales, Apr 2022 - Mar 2023

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What are most complaints about?

About half of all complaints by household customers are about charging and billing, including complaints about whether the right person is being billed, the amount being billed and about how customers in debt are being treated.

More information about the breakdown of complaints is in an annual report on complaints against companies published by CCW.

Number of complaints by household customers against companies (per 10,000 properties served)

This graph shows how many complaints were made by household customers against each company in the latest year. So that companies of different sizes can be compared, the number of complaints is shown per 10,000 properties.

      Number of complaints by household customers against companies (per 10,000 properties served).

      Source: CCW

      Number of complaints by household customers against companies (per 10,000 properties served)

      This graph shows how many written complaints were made by household customers against each company in the last three years. So that companies of different sizes can be compared, the number of complaints is shown per 10,000 properties.

          Number of complaints by household customers against companies (per 10,000 properties served).

          Source: CCW

          Reasons for making a written complaint

          232,817
          Complaints to companies
          • 110,171 related to charging and billing
          • 70,441 related to water service
          • 52,505 related to sewerage service

          Complaints from household customers handled by CCW

          The vast majority of complaints are settled between companies and their customers. But sometimes customers need help from CCW, the consumer watchdog. The figure below includes advising on how to pursue a complaint, informal negotiations with companies for an acceptable customer outcome, and formal investigations.
          5,967

          Source: CCW; England and Wales, Apr 2022 - Mar 2023

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          CCW can give customers advice on how to pursue a complaint, help with informal negotiations with companies on behalf of customers, and also carry out formal investigations.

          A further breakdown of the contact made by customers to CCW is available in an annual report that it publishes on complaints and enquiries.

          Number of complaints by household customers against companies handled by CCW (per 10,000 properties served)

          This graph shows how many complaints were made by household customers about each company were handled by CCW in the latest year. So that companies of different sizes can be compared, the number of complaints is shown per 10,000 properties.

              Number of complaints by household customers against companies handled by CCW (per 10,000 properties served)

              Source: CCW

              Number of complaints by household customers against companies handled by CCW (per 10,000 properties served)

              This graph shows how many complaints were made by household customers about each company were handled by CCW in the last three years. So that companies of different sizes can be compared, the number of complaints is shown per 10,000 properties.

                  Number of complaints by household customers against companies handled by CCW (per 10,000 properties served).

                  Source: CCW

                  • A written complaint is any expression of dissatisfaction with the service (or lack of service) provided by the water company even if written in mild and friendly terms. Written complaints may be received by post, email or via companies’ websites such as contact boards or web chats.

                  • If you've had a problem with the service you've received, your water company would like to hear from you so they can sort it out as quickly as possible. Please contact your company directly in writing or over the phone.

                    If you remain unsatisfied with their response, you can contact CCW at any time about your complaint. Their services are free to customers. Please click here to find out more. There is other independent help for customers who are not satisfied with their company’s response.

                    If you are dissatisfied after your complaint has been through the water company procedure and you’ve sought help from CCW, you may be eligible to take your concerns to the Water Redress Scheme (WATRS).

                  Do you need to complain?

                  Please contact your local water company. Don’t know who your supplier is? Find out here.

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