Enquiries and Complaints
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Waterwatch Scotland is the national complaints handling body (Ombudsman) for domestic and non-domestic customers in the water industry in Scotland. We have the authority to investigate complaints against Scottish Water and other water and sewerage providers (”suppliers”). We are an independent body and our authority to investigate complaints derives from the Water Services etc (Scotland) Act 2005. We have the powers to make statutory recommendations on any water industry issues affecting customers.
Our dedicated Customer Support Officers deal with enquiries, concerns and complaints on a daily basis. All contacts will be logged into our contact management system and be given a unique reference number. This system assists the Customer Support Officers in their role but also allows us to report on contact/complaint trends and use this information to assist us in our consumer representation role. Waterwatch Scotland will report on the nature of the contacts and complaints which it deals with, to the Scottish Parliament.
In order for you to enter into the complaints process, please read Waterwatch Scotland’s Complaints Guide.
When any complaint referred to us either wholly or in part falls under the jurisdiction of another body, we will seek to refer the matter to such a body or deal with these bodies in seeking resolution to your complaint. We cannot however deal with a complaint against a supplier which is already subject to legal proceedings or arbitration.
Our staff will not deal with a complaint which we consider to be of a frivolous or vexatious nature. Waterwatch Scotland also adheres to the same principles of Unacceptable Actions by Complainants as is policy of the Scottish Public Services Ombudsman.