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If you wish to complain about an emergency such as concerns about water quality, loss of water supply or sewer flooding, please contact your service provider. Contact details are available on our website. Between 9am and 5pm, Monday to Friday, you can obtain this information by calling 01250 718700. Alternatively, we can transfer you through to your service provider.
Castle Water is committed to providing the highest level of customer care and this includes an effective process for handling complaints. If you are concerned about something, let us know so we can put things right. The easiest and quickest way to do this is over the phone or via web chat. Complaints received by telephone and web chat will be dealt with immediately wherever possible.
Please note that if we have initiated the process to recover costs through legal channels, any concerns you may have should be addressed directly to our Recoveries Team at recoveries@castlewater.co.uk. Such concerns will not be treated as a complaint.
Alternatively, complaints can be made via the customer portal. Log in to complete a complaints form online, or alternatively, send a copy of your complaint in writing to:
Complaints, Castle Water Limited, 1 Boat Brae, Rattray, Blairgowrie, PH10 7BH