Escalating Complaints

Listening to your comments

Your views are important to us. We are committed to delivering our services to you at a high standard, if we don't deliver the standard of service that you expect, or if we make a mistake, we want to know. We will investigate the situation and set about putting things right as quickly as possible. By telling us about your experience you are helping us to avoid making similar mistakes in the future.

We hope that you will never need to progress beyond the first step. However, we want to give you every opportunity to present your case where you remain unsatisfied.

If you are a business customer and have an enquiry about any of the services you receive, please contact your licensed provider in the first instance. If you are a domestic customer please see below for an outline of the Scottish Water Review Process.

Our review process

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 0845 601 8855 and provide us with details of your concern. Through contacting us via telephone we can then start to resolve your concerns sooner.

Calls may be recorded for quality or training purposes

We aim to deal with your telephone contact there and then. If we cannot do this we will ring you back.

Step 2

In the event that your concern is not resolved to your satisfaction you can contact us through one of the following routes:

Email our Service Review Team on 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 5 working days.

Step 3

We hope that you will never need to progress beyond this stage 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 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 completed Scottish Water's complaints procedure.

The SPSO cannot normally look at complaints:

• more than 12 months after you became aware of the matter you want to complain about, or
• 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:

SPSO
Freepost EH641
Edinburgh
EH3 0BR