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 available to non-domestic customers in England and Wales.

In the first instance, you should raise your complaint directly with your appointed water retailer. They are responsible for billing, account management, and customer service, and should be given the opportunity to investigate and resolve the issue.

If you are not satisfied with the initial response, your retailer will follow their formal complaints procedure. 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 complaints procedure, 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. They will independently review your complaint and work with you and your retailer to help reach a fair resolution.

You can access CCW here:

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 Ofwat does not investigate individual customer complaints, it ensures that water companies and retailers comply with their regulatory obligations and service standards. 

More information about Ofwat can be found here:

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

If you need support understanding the complaints process or escalating an issue, our team at Energy Cost Cutters can help guide you through the correct steps and ensure your concerns are directed to the appropriate party.