Water Complaints Procedure
England Water Complaints Procedure
If you have experienced an issue with your water supply in England and would like to register a complaint, please follow the steps below. For issues with your water supply in Scotland please click here.
We will always try and do everything we can to ensure that you are completely satisfied, but we understand that problems can sometimes arise. To ensure your complaint is resolved quickly and to your satisfaction, we have put together the following complaints procedure.
The best way to get a complaint resolved quickly is to call us on 0161 946 4444 to speak to our Customer Service advisors. If you can’t call us, you can email us at firstname.lastname@example.org or write to the Customer Services Team, Unicom, No. 1 Dovecote, Old Hall Road, Sale, M33 2GS.
Our Customer Service Advisors have been empowered to resolve complaints on the first call whenever they can and they’re responsible for dealing with all Stage 1 complaints. If you have written to us, we may need contact you by phone to obtain more information before we can investigate your complaint. We may need to speak to a third party, such as a wholesaler, before we can resolve your complaint, but we’ll respond to you within 8 working days to update you on our progress if we need to do this. If our Customer Services Team can’t resolve your complaint, or if you’re unhappy with the outcome of their investigation, you can ask us to review this as a Stage 2 complaint. Stage 2 complaints are handled by our Customer Resolution Team.
The Customer Resolution Team will acknowledge your complaint before conducting a full review and completing further investigations if needed. They’ll get back to you within 10 working days either on the phone or in writing.
If you’re still unhappy after we’ve completed our review and investigation, or your complaint isn’t resolved after 8 weeks, you can ask CCW (formerly the Consumer Council for Water) to help. CCW offer free advice and assistance and may formally investigate complaints where necessary. You can visit https://www.ccwater.org.uk/ to find out more, or contact them on 0300 034 2222.
If you’re still unhappy after reaching the end of both our and CCW’s process, you can take your complaint to the Water Redress Scheme (WATRS). For more information on WATRS you can visit https://www.watrs.org/.
How will we respond to your complaint?
We will always try to resolve your complaint in the first instance with our Customer Services Team, who have the authority to deal with the vast majority of complaints. To resolve your complaint, we may offer an apology, explain why certain action has been taken on your account, provide remedial action where something has gone wrong or make an offer of compensation.
Alternative Dispute Resolution Code of Conduct
Unicom is committed to resolving complaints quickly and to the satisfaction of our customers. In the few instances where this is not possible, we have subscribed to the Water Redress Scheme (WATRS) to provide an effective Alternative Dispute Resolution (ADR) scheme for our customers.
Following the principles of the Water Redress Scheme, Unicom commits to:
- Provide an ADR scheme free of charge to customers
- Support the principles set out in the ADR Specification
- Respect the independence of the ADR Service Provider
- Be bound by the decision of the ADR adjudicator if accepted by the customer and to implement the decision as required by the Scheme Rules
- Co-operate with and have due regard to the recommendations of the ADR Panel
- Provide accurate and reliable information to and co-operate with the ADR adjudicators