How to complain

Household customers - complaints about Scottish Water

If you are a household customer and you wish to make a complaint about Scottish Water, you should first go through the company's formal complaints procedure.

You can contact the company's Customer Helpline on 0800 077 8778 or email Scottish Water at [email protected].

Alternatively write to them at:
Service Review Team
Scottish Water
PO Box 8855
Edinburgh
EH10 6YQ

If you have been through the company's complaints procedure and are not satisfied with the response to your complaint, you should contact the Scottish Public Services Ombudsman (SPSO). You can write to them at:

Scottish Public Services Ombudsman
FREEPOST

Business customers – complaints about water suppliers

If you are a business customer and wish to make a complaint about your water supplier, you should first go through the company’s formal complaints procedure. Contact details for each of the companies can be found on www.scotlandontap.gov.uk.

The office of the Water Industry Commission for Scotland does not handle complaints about licensed providers.

If you are unhappy with the outcome of your water supplier’s complaints process, and you have a final letter from them, then you may have your complaint reviewed by the relevant complaints review body. The complaints review body for suppliers is the Scottish Public Services Ombudsman. They can be contacted at the following address:

Scottish Public Services Ombudsman
FREEPOST

This is all you need to write on the envelope, and you don't need to use a stamp.


Alternatively, you can reach them by phone or via their website:
Telephone: 0800 377 7330
Fax: 0800 377 7331
www.spso.org.uk

Complaints about WICS

If you wish to complain about the way that we have handled your query or on any other matter, please get in touch with the Head of Finance and Governance at the address below:

Head of Finance and Governance  
Water Industry Commission for Scotland
First Floor
Moray House
Forthside Way
Stirling FK8 1QZ

Tel:01786 430200
Email: [email protected]

Your complaint will be acknowledged within three days of its receipt by this office. Following a review of the nature of the complaint, you will receive a full response within 20 working days.

If you are not satisfied with the response to your complaint, you may contact the Chief Executive, explaining your dissatisfaction.

Alan Sutherland
Chief Executive
Water Industry Commission for Scotland
First Floor
Moray House
Forthside Way
Stirling FK8 1QZ

Tel:01786 430200
Email: [email protected]

Your correspondence will be acknowledged within three days of its receipt by this office. Following a review of this follow-up complaint, you will receive a full response within 20 working days.

If you have been through WICS complaints procedure and are not satisfied with the response you should contact the Scottish Public Services Ombudsman at:

Scottish Public Services Ombudsman
FREEPOST

This is all you need to write on the envelope, and you don't need to use a stamp.

Alternatively, you can reach them by phone or via their website:
Telephone: 0800 377 7330
Fax: 0800 377 7331
www.spso.org.uk