Complaints Process (Non-Domestic Water Customers)

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At Energy Cost Cutters, we are committed to delivering a high standard of service to all our business customers. If you are unhappy with any aspect of our support, we encourage you to contact us so we can work to resolve the issue quickly and fairly.

If your complaint relates to your water services or water retailer and cannot be resolved directly, there is a formal escalation process depending on whether your supply is in England & Wales or Scotland.

In England and Wales, non-domestic water services are regulated by Ofwat, and retailers are responsible for billing, account management, and customer service.

In the first instance, you should raise your complaint directly with your appointed water retailer. They are responsible for investigating and resolving issues relating to your account.

If you are not satisfied with the initial response, your retailer will follow their formal complaints process. They are required to investigate your complaint thoroughly and provide a final response within their published timeframes.

If your complaint remains unresolved after completing your retailer’s internal process, you may escalate the matter to the Consumer Council for Water (CCW).

CCW is the independent voice for water consumers in England and Wales and provides free advice and support to both household and non-household customers.

https://www.ccw.org.uk/advice-and-support/make-a-complaint/

Ofwat is the economic regulator for the water industry in England and Wales. While it does not investigate individual complaints, it ensures that water companies and retailers meet their regulatory obligations and service standards.

https://www.ofwat.gov.uk/nonhouseholds/

In Scotland, the business water market is regulated by the Water Industry Commission for Scotland (WICS). Retail services are provided by licensed water retailers such as Business Stream and other approved suppliers.

In the first instance, complaints should be raised directly with your Scottish water retailer, who is responsible for billing, account management, and service delivery.

If you are not satisfied with the initial response, your retailer will follow their formal complaints process in line with Scottish regulatory requirements.

If your complaint remains unresolved, it may be escalated in accordance with the retailer’s complaints process and WICS guidance.

WICS oversees the Scottish water retail market and ensures that licensed providers meet their obligations and service standards.

https://wics.scot/scotland-tap/retailer-complaints