FAQ
Ask the route question before the blame question.
The right route depends on whether the problem is a bill, a leak, a meter, affordability, wastewater, drinking-water quality, pollution, or information access.
Start here
A strong complaint is usually narrow.
- For a bill, ask for calculation evidence and a written review.
- For service complaints, use the company, CCW, then the current independent ADR route where eligible.
- For pollution or drinking-water quality, use the specialist route as well as company contact.
Common questions
Careful answers for worried customers
Does a high bill prove I was overcharged?
No. A high bill can be correct, wrong, estimated, affected by a leak, based on a meter issue, or missing a support route. Start by asking the company to explain the calculation and provide the readings or basis used.
Should I say the company lied or scammed me?
Usually not at the start. Use factual wording: "I cannot reconcile this bill", "please explain the calculation", "please check whether this was estimated", or "I am asking for a written review of the evidence". Stronger wording needs stronger proof.
Who helps with a water bill complaint?
Complain to the water company first. If it remains unresolved, CCW is the consumer body for water customers in England and Wales. Eligible cases may then move to independent ADR once the case reaches the right stage.
Is Ofwat the right body for my personal bill dispute?
Not usually as the first practical step. Ofwat regulates the sector, while CCW helps customers with many unresolved individual complaints. Ofwat may be relevant for regulatory issues within its remit.
Can I get a surface water drainage rebate?
Possibly, if rainwater from your property does not drain to the public sewer. Ask your wastewater company what evidence it needs, such as drainage plans, photos, soakaway evidence, or property details.
What if there was a leak?
Report it quickly, keep meter readings, and ask about the company's leak allowance policy. Keep repair evidence, dates, photos, and any plumber invoice or repair confirmation.
Can I ask for a meter?
Ofwat says household customers can usually ask for a free meter. If a meter cannot be fitted, the company may use an assessed charge. A meter can reduce some bills, but can increase others depending on use.
Where do I report sewage or pollution?
In England, report environmental incidents to the Environment Agency. In Wales, use Natural Resources Wales. If there is immediate danger, use emergency services as appropriate.
Where do I raise drinking-water quality concerns?
Contact the water company first for urgent local checks. The Drinking Water Inspectorate explains how to report drinking-water concerns if the company response does not resolve the issue.
Where do I find regulator email addresses?
Use the regulators page. It lists official contact routes and published emails where available, including DWI water-quality email. For complaints against a water company, CCW directs customers to its make-a-complaint process rather than a press email. Ofwat directs eligible disputes through its route page, online form, phone line, and postal address.
Where can I see money, dividends, and bill-rise evidence?
Use the money page for Ofwat PR24 bill-rise context, financial resilience data, dividend rules, customer arrears, underperformance payments, and selected enforcement or advertising cases.
Can I stop paying while I complain?
Be careful. Non-payment can create debt and recovery problems. Ask the company for a payment arrangement or temporary hold if a charge is disputed, and keep the answer in writing.