Castle Water Complaints Procedure

Castle Water is committed to providing the highest level of customer care and this includes an effective process for handling complaints. Our complaints procedure has been created to make sure all complaints are fully investigated and satisfactorily resolved as quickly as possible. This document sets out how you can make a complaint, how Castle Water will handle it, and your right to appeal if you are not satisfied with our response.

If you are concerned about something, let us know so we can put things right. Castle Water’s customer service team is available Monday to Friday, from 8am to 6pm and you can contact us by telephone, email, letter, or through our website.

If you wish to make a complaint, we will handle your complaint in line with the three stages of our complaints procedure.

Stage 1

If you wish to make a complaint, please contact us in one of the following ways:

(Telephone complaints will be handled immediately wherever possible.)

Your complaint will be reviewed by our complaints team who will acknowledge your complaint by 6pm the following business day. We will investigate and may call you to discuss your complaint. We will provide a proposed resolution to the complaint or a substantive update on the progress of resolving the issue, as sometimes a resolution may require us to liaise with other organisations.

In responding, we will;

  • address all the points you raised in your complaint and provide a clear explanation;
  • apologise and explain what remedial action we have taken if we have fallen short;
  • consider whether we can offer compensation where remedial action is not possible or is insufficient.

If appropriate, we will place your account on hold while we investigate your complaint.

If the complaint has not been resolved to your satisfaction within 10 business days or you are dissatisfied with our response, then you may proceed to the next stage. Please note that if you do not reply to our response to your complaint within 30 days we may treat any appeal as a new complaint.

Stage 2

Following Stage 1, if the complaint has not been resolved to your satisfaction you can appeal the decision. If possible, please set out your appeal in writing and send it to us using the contact details above. This helps us to ensure that we have properly understood the details of your complaint and appeal. Your appeal will be considered by Castle Water’s Complaints Manager who will undertake an independent internal review and will aim to reach a resolution within 10 business days.

Stage 3

If you have completed Stages 1 and 2 of this procedure and are not satisfied with our response to your appeal, or if you have not received a satisfactory response from us within 10 business days, you can take the matter to an independent body who will consider your complaint and may investigate.

Please be aware that you may be referred back to us if you have not escalated your complaint via our formal complaints procedure outlined in Stages 1 and 2.

Complaints relating to services in England 

Contact the Consumer Council for Water. The Consumer Council for Water is the final stage for complaints about Castle Water and their service is independent, free and confidential.

Complaints relating to services in Scotland

Contact the Scottish Public Services Ombudsman (SPSO). The SPSO is the final stage for complaints about Castle Water and their service is independent, free and confidential.

  • Online contact form:
  • In writing: FREEPOST SPSO (This is all you need to write on the envelope and you don’t need to use a stamp)
  • Website:
  • By telephone: 0800 377 7330 or 0131 225 5300

The SPSO will normally not look at complaints relating to issues you have known about for more than 12 months, or that have been or are being considered in court.

Stage 4

If you are a customer in England and remain unhappy with the outcome of your complaint after it’s been through Steps 1, 2 and 3 of our complaints procedure, you can take your concerns to an independent redress scheme with the ADR Group, who can provide an independent decision. Website:

Emergency complaints

If you wish to complain about an emergency situation such as concerns about water quality, loss of water supply or sewer flooding, please contact your water network owner using the contact details available on our website at Between 8am and 6pm, Monday to Friday you can obtain this information by calling 01250 718700. Alternatively, we can transfer you through to your water network owner.

Click the following link for the full Castle Water Complaints Procedure document.







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