How to complain

Household customers - complaints about Scottish Water

If you are a household customer and you wish to make a complaint about Scottish Water, you should first go through the company's formal complaints procedure.

You can contact the company's Customer Helpline on 0800 077 87780800 077 8778 FREE  or email Scottish Water at customer.concerns@scottishwater.co.uk.

Alternatively write to them at:
Customer Service
PO Box 8855
Edinburgh EH10 6YQ.

If you have been through the company's complaints procedure and are not satisfied with the response to your complaint, you should contact the Scottish Public Services Ombudsman (SPSO). The contact details are listed at the bottom of this page.

 

Business customers – complaints about water suppliers

 

If you are a business customer and wish to make a complaint about your water supplier, you should first go through the company’s formal complaints procedure. Contact details for each of the companies can be found on www.scotlandontap.gov.uk. 

If you are unhappy with the outcome of your water supplier’s complaints process, and you have a final letter from them, then you may have your complaint reviewed by another body. Where you take your complaint next will depend on who your supplier is. Please use the following list to guide you:

Supplier Name

Complaints Review Body

Aimera

Scottish Public Services Ombudsman

Anglian Water Business

Scottish Public Services Ombudsman

Blue Business Water
Scottish Public Services Ombudsman 

Business Stream

Scottish Public Services Ombudsman 

Castle Water
Scottish Public Services Ombudsman

Clear Business Water

Scottish Public Services Ombudsman 

Cobalt Water

Scottish Public Services Ombudsman 

Commercial Water Solutions Scottish Public Services Ombudsman 
Kelda Water Services
To be confirmed
Real Water
Scottish Public Services Ombudsman

Severn Trent Services

Scottish Public Services Ombudsman 

Thames Water Commercial Services

Scottish Public Services Ombudsman 

United Utilities Scotland

Water Industry Commission for Scotland 

Veolia Water Projects

Scottish Public Services Ombudsman

Wessex Water
Scottish Public Services Ombudsman

You can contact the Commission at:

Complaints
Water Industry Commission for Scotland
First Floor
Moray House
Forthside Way
Stirling FK8 1QZ

Tel:01786 430200
Email: suppliercomplaints@watercommission.co.uk

Your correspondence will be acknowledged within five days of receipt by this office. We will contact you to establish whether or not early resolution is possible. If it is, you will receive a letter from us within ten days. If a full review of your complaint is necessary, you will receive a final letter from us within 50 working days, excluding any waiting time for further information from you.

Complaints about WICS

If you wish to complain about the way that we handled your query or on any other matter, please get in touch with the Director of Corporate Affairs at the address below:-

Katherine Russell
Director of Corporate Affairs
Water Industry Commission for Scotland
First Floor
Moray House
Forthside Way
Stirling FK8 1QZ

Tel:01786 430200
Email: enquiries@watercommission.co.uk

Your complaint will be acknowledged within three days of its receipt by this office. Following a review of the nature of the complaint, you will receive a full response within 20 working days.

If you are not satisfied with the response to your complaint, you may contact the Chief Executive, explaining your dissatisfaction.

Alan Sutherland
Chief Executive
Water Industry Commission for Scotland
First Floor
Moray House
Forthside Way
Stirling FK8 1QZ

Tel:01786 430200
Email: enquiries@watercommission.co.uk

Your correspondence will be acknowledged within three days of its receipt by this office. Following a review of this follow-up complaint, you will receive a full response within 20 working days. 

 

If you have been through WICS complaints procedure and are not satisfied with the response you should contact the Scottish Public Services Ombudsman at:

Scottish Public Services Ombudsman
4 Melville Street
Edinburgh
EH3 7NS

Freepost SPSO (this is all you need to write on the envelope, and you don't need to use a stamp)

Telephone: 0800 377 73300800 377 7330 FREE
Fax: 0800 3777331
Text: 07900 0494372
Email: ask@spso.org.uk
www.spso.org.uk

 

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