If you do need to make a complaint please let us know so we can quickly work to make things right. We’re sorry if we’ve let you down.
Important: Due to our efforts to help stop the spread of COVID-19, most of our team are working from home. This means we will not be able to respond to letters quickly.
Please do not send letters at this time.
Where possible, please follow government advice, avoid non-essential travel, stay home and stay safe.
Our contact centres are very busy right now, and it will take longer to answer your call. Please only call if your issue is urgent.
Help keep our phone lines free for emergencies and our vulnerable customers.
Our team is available from 8am to 7pm Monday to Friday, and 9am to 1pm on Saturdays, excluding bank holidays.
Our water and sewerage services team is available 24/7.
You can put your complaint in writing by emailing us at firstname.lastname@example.org
Our team will reply to your email within 10 working days.
in your email, so we can find your account information.
After you get in touch, we will do everything we can to sort out your complaint within 10 working days.
Some complaints may take longer to fix, but we’ll keep you updated with what we’re doing and why we’re doing it.
If we can’t resolve your problem to your satisfaction, we can carry out an internal review, to make sure we've done our best for you.
Within 8 weeks of us receiving your complaint we will either:
In both cases, we'll tell you how you can contact CCW if you're unhappy with our response, or if you don't want to wait beyond 8 weeks.