Making a complaint

Introduction

At The Water Retail Company, we are committed to providing exceptional service to our business customers across Great Britain. We take pride in delivering reliable, transparent, and efficient water retail services while maintaining strong customer relationships. However, we acknowledge that issues may occasionally arise, and we want to ensure that any concerns you have are addressed promptly and fairly.

If you are dissatisfied with any aspect of our service, we encourage you to reach out to us as soon as possible. Our dedicated team is here to listen, investigate, and resolve your complaint effectively. We aim to provide a clear and straightforward complaint-handling process, ensuring that you are heard and supported throughout. This article outlines how you can make a complaint, what information we require to assist you, and the steps involved in escalating your concerns if you remain unsatisfied.

How can we help?

At The Water Retail Company, we are dedicated to delivering outstanding customer service. Our approach to complaints is rooted in our core values. By addressing concerns with transparency, fairness, and efficiency, we ensure that every issue is handled professionally. We view complaints as an opportunity to improve our services and strengthen relationships with our clients. Our commitment to open communication and continuous improvement means that customer feedback is not only heard but also used to enhance the overall service experience. Through our structured complaints process, we aim to build trust, uphold our core values, and deliver the high standards of service our clients expect.

We adhere to the Customer Protection Code of Practice and the Retail Exit Code, ensuring compliance with market regulations. However, we go beyond compliance by fostering a customer-centric approach where support is tailored to individual needs. Every customer has a dedicated account specialist, ensuring that their concerns are heard and addressed proactively. Additionally, we believe in clear pricing structures. Our charges consist of wholesale rates plus a retail charge, which depends on the level of support required. We do not impose late payment fees and prefer to resolve payment issues through open and friendly discussions. While we have standard terms and conditions, we remain flexible and can adapt to special customer requirements. Whether you are on a deemed contract or a negotiated agreement, we encourage you to reach out to discuss your options and tailor a service package that best suits your needs.

If you need any additional information or have any questions or concerns, please feel free to contact us through our Online enquiry page. We are here to assist you and are committed to ensuring your complete satisfaction with our services.