Retail Water Complaints Procedure

At Veolia, our aim is to provide our Retail Water 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.

 

Complaints Procedure for Retail Water customers

Stage 1

In the first instance, you can get in touch with us via phone, email or post. Our Retail Business Advisors will do their best to resolve your complaint within 8 working days. If this is not possible, we will explain why and provide you with updates along the way.

 

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. You may leave a message outside of these hours and we will call you back by 10am the following working day.

Stage 2

If you feel that your complaint has not been handled satisfactorily, you can ask for your complaint to be escalated to the Customer Service Operations Manager.

Stage 3

If you remain dissatisfied at the resolution proposed by Veolia, you may contact the SPSO in Scotland and the CCWater in England. You can find their details below.

 

For properties in Scotland (SPSO)

If you remain dissatisfied, you can ask the Scottish Public Services Ombudsman (SPSO) to look at your complaint. The SPSO is the final stage for complaints about public services in Scotland. The SPSO cannot normally look at complaints:

  • where you have not gone all the way through the organisation’s complaints handling procedure
  • more than 12 months after you became aware of the matter you want to complain about, or
  • that have been or are being considered in court.

How to contact the SPSO

In Person: SPSO, Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS.

Post: Freepost SPSO (you don’t need to use a stamp)

Freephone: 0800 377 7330

Online: https://www.spso.org.uk/contact-us

 

For properties in England

If you feel that we have not resolved your complaint satisfactorily and you remain dissatisfied, you can contact CCWater.

How to contact 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 at www.ccwater.org.uk/make-a-complaint/

If you are still dissatisfied following an outcome from CCWater, you may be eligible to contact the Water Industry Redress Scheme (WATRS). WATRS 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 WATRS.

To apply to use the scheme:

Online: www.watrs.org

Email: [email protected] and ask for an application form to be sent to you.

You can also call 0207 520 3801 to request a copy to be sent by post.