Complaints Guide
If you have a complaint or concern about a water and sewerage provider (”supplier”), we recommend that you firstly raise it with them and allow them the opportunity to resolve the matter directly. Each supplier should have their own complaints handling procedure published and we recommed entering into this procedure in the first instance.
Domestic Customers
Scottish Water’s procedure can be found on its website and is also available in its Code of Practice. If you remain dissatisfied with the way in which your issue has been handled, let Scottish Water know. Your issue should then be dealt with at a higher level within the company.
Scottish Water can be contacted using the details below:
Email: customer.service@scottishwater.co.uk
Telephone: Customer Helpline 0845 601 8855 Emergency 0845 600 8855
In writing to:
Customer Relations
Scottish Water
Fairmilehead Office
55 Buckstone Terrace
Edinburgh
EH10 6XH
Please note that under Scottish Water’s Code of Practice you should receive a written response to any complaint within 10 working days.
Non-domestic Customers
There are a variety of non-domestic suppliers now operating within the water industry in Scotland. Please follow the link below to the website of your supplier to assist you in establishing their complaints procedure:
For more information regarding non-domestic suppliers, please visit Scotland on Tap.
Should you approach us first with your complaint or concerns we will offer you two options:
Provide you with advice and guidance on how to register the issue with your supplier;
or
With your consent, refer the matter to your supplier so that they may liaise with you directly.
If you contact us regarding an ongoing issue that you have with your supplier we will offer any appropriate advice however we would not normally start our own process until your supplier has completed their process and informed you of the outcome, within a reasonable timescale.
If you remain dissatisfied with your supplier after following its complaint process, or an unreasonable length of time has expired since you raised the complaint, we would request that you contact us so that we may consider investigating your complaint.