Complaints · UK · Water (England and Wales)
How to complain about a water company (England and Wales)
Complain to your water company or retailer. It should reply within 10 working days, and you may get a Guaranteed Standards Scheme payment if it doesn't. Ask for stage 2 if you are unhappy, which takes another 10 working days. Then bring it to the Consumer Council for Water (CCW), free, once you have a final response or after 8 weeks. CCW covers England and Wales.
Complaint routes and time limits checked against official sources on .
First
Complain to the water company
in writing
Wait
8 weeks
or a final response
Then
Consumer Council for Water (CCW)
free
Checked
27 Sep 2026
official sources
1. Complain to the water company first
Complain to your water company or retailer. If you're unhappy with the reply, ask for stage 2. Include: your account number and property address; what went wrong: bills, supply, pressure, sewer flooding; dates and meter readings; what you want: a refund, a repair or a Guaranteed Standards payment.
2. How long to wait
The company should reply within 10 working days at stage 1 (a Guaranteed Standards Scheme payment may be due if it doesn't) and another 10 at stage 2. You can take it to CCW with a final response, or after 8 weeks.
3. Escalate to Consumer Council for Water (CCW)
Contact CCW once you have a final response or after 8 weeks. England 0300 034 2222, Wales 0300 034 3333. It is free. It can: reviews your case independently and presses the company to put things right. ccw.org.uk/advice-and-support/make-a-complaint
Where to escalate and the time limits
Time limits run from the date shown in each row. Keep the final response or deadlock letter, because the ombudsman will ask for it.
| Who | Time limit | Cost |
|---|---|---|
| Consumer Council for Water (CCW) | Contact CCW once you have a final response or after 8 weeks. England 0300 034 2222, Wales 0300 034 3333. | Free |
Evidence to keep
Bills and meter readings. Photos of leaks or flooding. Letters and emails with the company. The stage 2 or final response.
Also worth knowing
CCW replies within 2 working days of receiving your complaint.
Guides and definitions
- Section 75 or chargeback: which should you use to get your money back? (Guide)
- Chargeback (A chargeback asks your card provider to reverse a debit or credit card payment under Visa, Mastercard or American Express rules, usually within about 120 days.)
- Ombudsman (An ombudsman is a free, independent body that settles complaints against companies or public bodies once the organisation has had its chance to put things right.)
- Section 75 (Section 75 of the Consumer Credit Act 1974 makes your credit card provider jointly liable with the seller for a single item costing over £100 and up to £30,000.)
- Deadlock letter (A deadlock letter is a company's written final answer to your complaint, which lets you go straight to the ombudsman instead of waiting the usual 8 weeks.)
Complaints about something else
- Energy (gas and electricity) (UK)
- Broadband, landline and pay TV (UK)
- Mobile phone (UK)
- Bank, credit card or loan (UK)
- Insurance (UK)
- Pensions (UK)
- Investments or financial advice (UK)
- Flights and airlines (UK)
- Trains (UK)
- Parcels and post (UK)
- Online shopping or a shop (UK)
- Council services (UK)
- Housing association or council housing (UK)
- Private landlord or letting agent (England) (UK)
- NHS in England (UK)
All complaint guides · Get your route with dates and a letter
Common questions
How long does a water company have to reply to a complaint?
10 working days at stage 1. If it misses that, you may be due a payment under the Guaranteed Standards Scheme. If you ask for stage 2, it has another 10 working days to review the complaint.
When can I take a water complaint to CCW?
When you have a final response, or after 8 weeks. A complaint made on 1 September 2026 can go to CCW from 27 October 2026. Include your evidence, such as bills, emails and call notes.
Is the Consumer Council for Water free?
Yes. CCW says its service is free, it will reply within 2 working days and you get a dedicated adviser. Call 0300 034 2222 in England or 0300 034 3333 in Wales, or use its online form.
What can CCW do about my water company?
It reviews your case independently, looks at what the water company did and tells you whether it thinks more can be done to put things right. It then presses the company on your behalf.
What should I include in a water bill complaint?
Your account number and property address, the bills you dispute, dated meter readings, photos of any leak or flooding, and what you want: a refund, a repair or a Guaranteed Standards payment. Keep the stage 2 reply for CCW.
Sources and assumptions
- General routes from official sources; a scheme may ask for more before it takes your case.
Guidance on where to complain, not legal advice.