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.
Open a chat with our team and get support quickly and conveniently!
Our contact centres are very busy right now, and it may take longer to answer your call.
Our team is available from 8am to 7pm Monday to Friday, and 8am to 1pm on Saturdays, excluding bank holidays.
Our water and sewerage services team is available 24/7.
We've made it easy to email our care team with our simple online form. It only takes a few minutes to complete, and means we have all the information we need to get your query to the right teams quickly.
You can also include a contact number and the best time to try to call you between 9am and 5pm, Monday to Friday. We'll then try our best to catch you, to discuss your query.
We aim to get back to you within two days and to resolve fully within five days. It may take up to ten days during our busiest periods.
While our regulator says we have ten days to respond to your complaint, we will always try and sort this for you within five 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.