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UNHAPPY
WITH OUR SERVICE?
Our complaints procedure 
and how to contact us.


Let us know if  
we could do better
We aim to provide brilliant customer service and we’re committed to getting things right 
- first time, every time. If this doesn’t happen, let us know so we can put things right.
We’re here to help
Our customer care team can answer most questions and comments and will work with 
you to put things right.
If you’d like to talk to us about anything to 
For customers who have a Textphone,  
do with your bill, call 0345 7 500 500 (local 
we’re available all day, every day on  
rate call) between 8am and 8pm Monday  
0800 328 1155.
to Friday, and 8am to 1pm on Saturday. 
You can also get in touch with us through 
For any questions about your water supply 
our website at stwater.co.uk where you  
or sewerage service, our team is here to 
can get up to date information from any 
help 24 hours a day, 7 days a week on  
mobile device. You can manage your 
0800 783 4444 (free from most landlines 
account online, report a leak, find out about 
and some mobiles). 
any work in your area and much more.
If our team can’t put things right  
straight away, you can ask to talk to one  
of our duty managers or if you prefer they 
can call you back.

I want to make a complaint,  
what should I do?
Step 1:
  
You can contact us through our website, email us xxxxxxxxxxxx@xxxxxxxxxxx.xx.xx  
or if you prefer, write to us at the following address:
Severn Trent Water 
Customer Care Team,  
PO Box 5309,  
Coventry  
CV3 9FH
Please include your phone number so we can get back to you as quickly as possible.  
If you write us a letter, we’ll reply within 10 working days. If we don’t, you could be entitled 
to payment under our Guaranteed Standards Scheme. You can find more information in 
section 9 of our Guaranteed Standards Scheme.
I’m still not happy, can I have my  
case reviewed?
Step 2:
  
If we still haven’t been able to resolve your problem, we’ll be happy to review your case. 
Just let us know and we’ll take another look at it. Once you contact us, our customer care 
team will carry out a full review and get back to you within 10 working days. 
If you feel it would be better to deal with the issue face to face then we’re happy to visit you 
anywhere within our region, or you can make an appointment to visit us.
The Consumer Council for Water
Step 3:
  
If we’ve reviewed your case but you still think we could have done more, you can contact the 
Consumer Council for Water by writing to them at:
Consumer Council for Water
1st Floor,  
Victoria Square House,  
Victoria Square,  
Birmingham  
B2 4AJ
Alternatively, go to ccwater.org.uk or call them on 0121 345 1017, weekdays only.

ST.M3.000057.C
Alternative Dispute Resolution (ADR)
Step 4:
  
If your complaint remains unresolved after it has gone through all the stages of our 
complaints procedure and has been reviewed by CCWater, you may be eligible to take your 
concerns to WATRS, the Water Industry Redress Scheme who can provide an independent 
binding decision. 
WATRS is a voluntary alternative dispute resolution scheme to help address the very small 
number of customer complaints that remain unresolved. WATRS is designed to provide an 
independent, impartial and easy to use alternative to going to court or a tribunal.
You can make an application, free of charge at WATR’s website www.watrs.org or you 
can ask for an application form to be sent to you xxxx@xxxxx.xxx. Guidance notes are also 
available on their website or you can ask for a copy to be sent to you by telephoning 
0207 520 3801. You can write to WATRS at:
WATRS 
International Dispute Resolution Centre, 70 Fleet Street, London EC4Y 1EU
We‘ve signed up to the scheme’s commitments which are set out below. A full copy of the 
Scheme Rules can be found here www.watrs.org/commitments
• Commitment to provide WATRS free of charge to customers
• Commitment to support the principles set out in the ADR Specification
• Commitment to respect the independence of WATRS
•  Commitment to be bound by decision of the WATRS’ adjudicator if accepted by  
customer and to implement decision as required by Scheme Rules
•  Commitment to co-operate with and have due regard to the recommendations  
of the ADR Panel.
This publication is available in alternative 
formats, including large print and Braille.
For further information:
Call 0345 7 500 500
Textphone 0800 328 1155
xxxxxxxxxxxx@xxxxxxxxxxx.xx.xx

Calls to 0800 numbers are free from UK landlines. Calls to 0345 
numbers are charged at a local rate and when phoning from  
a mobile, may be included in your free minutes package.
Severn Trent Water Ltd 
PO Box 5309  
Coventry CV3 9FH
stwater.co.uk