How to Make a Complaint

We are committed to putting our customers first and aim to provide the best possible service. However, if you have a complaint, we will deal with It quicky, efficiently and to your satisfaction.

We want to make communicating us with easy and we offer many ways of getting in touch with us, including online live chat, by telephone, email, letter or face to face.

This page explains how you can contact IWNL if you are unhappy with any aspect of our service and how we will aim to resolve your complaint to your satisfaction.

Illustration of some hands, holding hearts and stars.

We will investigate your complaint to determine:

How your complaint occurred
What is required to resolve your complaint and stop it reoccurring
Whether we have failed against our own standards of service and whether a payment is required under this scheme

We will respond to your complaint via your preferred communication method, which will include a full outcome of our investigation: including an apology if justified; clarification of what has gone wrong; and how we will put things right. This will also include information on how to escalate your complaint if you remain unhappy.

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Our complaints procedure is divided into 4 steps:

Step 1
Initial Complaint. Contact our customer services team and we will try and resolve your problem as soon as possible. If the complaint is complex, we may take a little longer to provide an outcome, however we will keep you updated on our progress.

Step 2
Escalation. If you are not satisfied with the outcome of our investigation, we will escalate your complaint internally.

Step 3
Independent Advice. If

You are not happy with the final resolution, or
Your issue is over eight weeks old, or
You just want some free, trusted, independent advice

You can call the Consumer Council for Water (CCW) the independent voice for water consumers in England and Wales by calling 0300 034 2222 (England) / 0300 034 3333 (Wales) or use its online form at www.ccw.org.uk/contact-us

CCW

CCW is the independent voice for water consumers in England and Wales. They help customers resolve complaints against their water company, while providing free advice and support.

CCW
c/o First floor
Victoria Square House
Birmingham, B2 4AJ

Telephone: 0300 034 2222
Website: www.ccwater.org.uk

Making a complaint by telephone

IWNL makes every effort to answer calls promptly and resolve your complaint quickly. If the person who received your call is unable to assist, we will arrange for a call back to take place as soon as possible.

If your complaint is complex and requires further investigation, we will let you know. We aim to respond to all complaints made in accordance with this procedure within 10 working days.

Making a complaint in person

If you do wish to approach a member of staff working in the area, you are also able to do so, who will refer your complaint to our customer services team who will be in touch.

If your complaint is complex, and requires further investigation, we will let you know. We aim to respond to all complaints made in accordance with this procedure within 10 working days.

Complaints from customers for whom English is not their first language

We will always try to deal with a customer for whom English is not their first language in a way that makes communication easy. The arrangements necessary to enable this may mean that it takes longer to handle these complaints.