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 8778 or email Scottish Water at [email protected].

Alternatively write to them at:
Service Review Team
Scottish Water
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). You can write to them at:

Scottish Public Services Ombudsman
FREEPOST

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.

The office of the Water Industry Commission for Scotland does not handle complaints about licensed providers.

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 the relevant complaints review body. The complaints review body for suppliers is the Scottish Public Services Ombudsman. They can be contacted at the following address:

Scottish Public Services Ombudsman
FREEPOST

This is all you need to write on the envelope, and you don't need to use a stamp.


Alternatively, you can reach them by phone or via their website:
Telephone: 0800 377 7330
Fax: 0800 377 7331
www.spso.org.uk

Complaints about WICS


Our complaints handling procedure reflects the Water Industry Commission for Scotland’s commitment to valuing complaints. It seeks to resolve customer dissatisfaction and to conduct thorough, impartial and fair investigations of customer complaints so that, where appropriate, we can make evidence-based decisions on the facts of the case.
Our complaints process provides two opportunities to resolve complaints internally:
•    Frontline resolution, and
•    Investigation
Frontline resolution will aim to resolve your complaint as quickly as possible, providing a decision within 5 working days (unless there are exceptional circumstances).
If you remain dissatisfied, we will take your complaint to stage two by investigating your complaint further, sending an acknowledgement of this within 3 working days and providing the decision as soon as possible thereafter, but within 20 working days.
If you wish to complain about our action, lack of action, or about the standard of service provided by or on behalf of the Water Industry Commission for Scotland, please get in touch with us at the address below:

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

Tel:01786 430200
Email: [email protected]

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

Scottish Public Services Ombudsman
FREEPOST

Alternatively, you can reach them by phone or via their website:
Telephone: 0800 377 7330
Fax: 0800 377 7331
www.spso.org.uk

Policy for Licence Contraventions – Enforcement Procedure


The Commission is statutorily responsible for investigating all allegations of licence breach against a licenced provider. All other types of complaints against a licensed provider remain the responsibility of The Scottish Public Services Ombudsman.

The policy for Licence Contraventions – Enforcement Procedure can be found here.