How to raise a Retail Water Complaint
Our aim is to provide our customers with great customer service. If for any reason you would like to make a complaint, you can find information below on how to do so.
Stage 1
You can get in touch with us via phone, email or post. We will acknowledge your complaint in writing within 8 Business days. Our customer service team will do their best to resolve your complaint and may ask for further relevant information and will provide you with updates. A further response to your initial complaint will be provided within 10 business days of receiving the complaint.
Depending on the complaint, if upheld, you will receive one of the following remedies:
a) an apology.
b) an explanation.
c) an appropriate remedial action (to resolve the issue)
d) an amount payable to the Customer, within 20 business days of the decision, where remedial action is not possible or is insufficient to deal with the complaint.
How to contact us
Telephone: 0203 567 8174
Email: [email protected]
Post: Water Retail, 1 Masterton Park, South Castle Drive, Dunfermline, KY11 8NX
Business hours: Monday - Friday, 9am - 5pm
Stage 2
If you feel that your complaint has not been handled satisfactorily, you can ask for your complaint to be escalated to the Retail Water Operations Manager.
Stage 3
If you remain dissatisfied at the resolution proposed by Veolia, you can:
In Scotland:
Contact the Scottish Public Services Ombudsman (SPSO)
Post: Scottish Public Services Ombudsman, Bridgeside House, 99 McDonald House, Edinburgh, EH7 4NS
Phone: 0800 377 7330
Online: https://www.spso.org.uk/spso
In England
Contact The Consumer Council for Water (CCWater)
Post: The Consumer Council for Water, 1st Floor, Victoria Square House, Victoria Square, Birmingham, B2 4AJ.
Phone: 0300 034 2222 (Monday - Friday, 8.30am - 5pm)
Email: [email protected]
Online: www.ccwater.org.uk/make-a-complaint
If you are still dissatisfied following an outcome from CCWater, you may be eligible to contact the ADR Group. The ADR Group is an independent decision making scheme for unresolved complaints made by customers against water companies. You must have referred your complaint to CCWater before you can apply to the ADR Group.
To apply to use the scheme:
Online: www.consumer-dispute.co.uk/home
Email: [email protected] and ask for an application form to be sent to you.