Water Complaints Procedure

Scotland Water Complaints Procedure

Whilst we will always try and do everything we can to ensure that our customers are happy, unfortunately, problems can arise which means that sometimes this is not the case. In an effort to ensure that in these instances the issue is resolved quickly and to the satisfaction of the customer, we have put together the following complaints procedure.

If you have experienced an issue and would like to register a complaint please follow these steps:

Stage 1

Call 0161 946 4444 and speak to a member of our Customer Services Team, or e-mail info@switchingon.com or write to the Customer Services Team, Unicom, Universal House, Longley Lane, Manchester, M22 4SY. Our Customer Service Advisors have been empowered to resolve customer complaints so that they can be resolved as quickly as possible.

Stage 2

If your Customer Service Advisor cannot resolve your query, it will then be passed to their Team Leader to resolve.

Stage 3

Any unresolved issues from Team Leaders will be escalated to our Escalations Department.

Stage 4

If our Escalations Department does not fully resolve your issue, it will be escalated to our Customer Resolution Team.

Stage 5

If the Customer Resolution Team is unable to resolve your complaint or the complaint was raised more than 25 working days ago, you can then take your complaint to the Scottish Public Service Ombudsman (SPSO).

Our customer service team are able to resolve most issues at the first stage. However, in the few instances where this is not possible, the above process provides customers with a clear guide as to what they should do.

If your complaint is not related to your Unicom water supply in Scotland, please return to the Complaints Zone for more information.