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Making a claim

Scottish Water believes everyone has a role to play in ensuring public money is protected. We are committed to using our funding efficiently and for the purposes it was intended. For that reason, it is important that you are aware of the terms and conditions that we need to follow as part of our claims process.

Are there times when you don’t offer compensation?

Sometimes there are circumstances that we cannot control, such as severe weather. This may include unusually low temperatures which are not seasonally typical. It may also include high winds, severe snow or heavy rain, each of which may have the potential to cause danger to life or widespread disruption. Additionally, we cannot control industrial action or the actions of others. Scottish Water is not strictly liable for incidents that we are not able to control e.g extreme weather events. Scottish Water would always advise our customers initially to contact their insurance company in the first instance if cover is in place for such an event, as they will not have to establish Liability to start the remedial or compensation process.

Please see the booklet below for further information.