Making a complaint

If you have a complaint, we will do our best to address your concerns.  If we can't, then we will provide a comprehensive response to help you understand our position.  The following information tells you how you can make a complaint and the response you can expect from us.

All complaints should initially be sent for the attention of the Customer Relations.  Please remember to include your customer reference number if you have a water account with us.

Sewerage services
We only supply water. If you wish to complain about your sewerage service, contact your service provider directly. This will be either Thames Water or Southern Water, depending on where you live. To find out, check our Sewerage Services map.

Other complaints
Further information is available in our fact sheets, Making a Complaint (pdf) and Claiming Compensation (pdf). Details about our operational policies and practices, community responsibilities, legal obligations, charges and standards can be found by downloading our Charges Scheme (pdf).

If, after following our complaints procedure you remain unsatisfied with our response you have the right to refer the matter to the Consumer Council for Water www.ccwater.org.uk:


Consumer Council for Water, London & South East
1st Floor, Victoria Square House
Victoria Square
Birmingham
B2 4AJ
Tel: 0300 034 2222

If your dispute remains unsatisfactorily resolved following review by CCWater you then have the right to refer the matter to the Water Redress Scheme www.watrs.org:

WATRS
International Dispute Resolution Centre
70 Fleet Street
London
EC4Y 1EU

More information can be found within our Making a complaint fact sheet  or you can refer to our Code of Practice
As a subscriber to WATRS, Sutton and East Surrey Water has committed to comply with the following Code of Conduct:
• Provide ADR free of charge to customers
• Support the principles set out in the ADR specification
• Respect the independence of the ADR Service Provider
• To be bound by the decision of the ADR adjudicator if accepted by the customer and to implement the decision as required by the Scheme Rules
• To co-operate with and have due regard to the recommendations of the ADR Panel
• To provide accurate and reliable information to and co-operate with the ADR adjudicators.


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