Common business water complaints and how to resolve them

Business complaints about water retailers that reached CCW rose by 30%, from 1,966 to 2,562, after falling 14% the year before. Complaints made straight to retailers barely moved, up 0.7% to 20,139. But more of them weren’t sorted out first time, and stage two complaints rose 15%, from 1,422 to 1,635.

About 75% of complaints to retailers were caused by the retailer, 7% by the wholesaler and 18% by both. Mike Keil, CCW’s chief executive, said “Business customers should not have to waste precious time and energy exhausting the complaints process” to get a dispute resolved.

Metered bills that don’t match the meter. The usual causes are estimated readings, readings entered wrongly, a standard usage profile after a move, or a meter that’s drifting. Compare your own dated reading with the one on the bill before you call. See our guide to bills, meters and readings.

Debt and arrears. CCW linked the rise in debt complaints to businesses struggling with higher bills, and called on retailers to offer more support. If you’re behind, tell your retailer early and ask what payment options it offers.

Administration. Administration problems made up 37% of complaints to retailers. After a switch, your old supplier should send your final bill within six weeks, and refund any credit within 60 days of it.

Smart meter installs. CCW found businesses weren’t told clearly how long the water would be off, or that smart meter data can take up to six months to come through.

1. Raise it with your retailer by phone or in writing. Quote your SPID, the dates, your readings and photos. Keep a note of who you spoke to and any case numbers. Every retailer should publish its complaints procedure, so ask for a copy.
2. If the first answer doesn’t fix it, ask for the complaint to move to stage two.
3. In England, you can then take it to CCW, which advises and investigates but doesn’t make binding decisions.

If a company doesn’t reply to your complaint within 10 working days, you may be entitled to a payment under the industry’s service standards.

We’d go through the bill and the meter history with you, and work out whether the problem is with the retailer or the wholesaler. Then we’d help you put the evidence in order before you complain. If the complaint has run its course and you want to move, we can compare suitable contracts from our panel.

Comparing retailers? An address and SPID are enough to get a quote.