Listening to your comments

Your views are important to us. We are committed to deliver 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.

Our complaints 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 complaint.  Through contacting us we can then start to address your concerns.
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. We may record calls for training and quality purposes.
Fill out our feedback form if you would rather write or send us an email

Step 2

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

Email our Customer Relations team on customer.concerns@scottishwater.co.uk OR write to Customer Relations Manager, 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 10 days.

If you remain dissatisfied with our response in respect of your issue or if you wish to make any other views known you may refer these to Waterwatch Scotland.

Waterwatch Scotland

Waterwatch Scotland is the independent national complaints handling authority for customers of Scottish Water and the consumer representative body within the water industry in Scotland. Waterwatch Scotland has the powers to investigate complaints on a second-tier basis (sometimes they are referred to as an Ombudsman) and can assess your complaint, and Scottish Water’s handling of it, independently.

Waterwatch Scotland reports on the nature of the complaints and other contacts from the public which it receives and these reports are laid before Parliament. Waterwatch Scotland also has the authority to make statutory recommendations on any issue related to the Water Industry on behalf of consumers.

To find out more about the role of Waterwatch or to refer your complaint to them, their contact details are:

Complaints Section
http://www.waterwatchscotland.org/web/site/complaints

Home Page
http://www.waterwatchscotland.org

Address
Waterwatch Scotland, Forrester Lodge, Inglewood, Alloa FK10 2HU

Tel 01259 725335   Lo 0845 850 3344  Fax: 01259 214218
Email: mailto:customersupport@waterwatchscotland.org