Waterwatch Scotland is a new national organisation with powers to deal with complaints against Scottish Water and make statutory recommendations in respect of Scotland's water industry. All complaints or concerns reported to us will ultimately be reported to Parliament, so you have the opportunity to make a difference.
Our dedicated Customer Support Officers deal with enquiries, concerns and complaints on a daily basis. All contacts will be logged onto our contact management system and be given a unique reference number. It is this system which collates the data for the reports
laid before Parliament.
Waterwatch Scotland's powers extend to dealing with complaints made against Scottish Water in the exercise of its core functions. 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 Scottish Water 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.
