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