How to Complain to the Consumer Council for Water
The Consumer Council for Water (CCW) helps customers in England and Wales whose water company has not sorted out their complaint. It is free, and it takes complaints by post. Write your letter, and we print it and post it for you by Royal Mail.
From £2.49 including printing and postage
- No printer or Post Office trip
- See the finished letter before you pay
- Order by 2.30pm for same-day posting
Quick Answer
- Complain first to
- Your water company
- Stage 1 reply
- 10 working days
- Go to CCW after
- 8 weeks
- Cost
- Free
- Phone (England)
- 0300 034 2222
In Wales, call CCW on 0300 034 3333. You can go to CCW sooner if your water company sends you its final response.
Where to Send It
Complain to your water company or retailer first, at the address on your bill. If it does not sort it out, write to CCW.
Consumer Council for Water
Your complaint, once your water company has had 8 weeks or sent its final response.
CCW23 Stephenson StreetBirminghamB2 4BHYou can also complain to CCW online or by phone.
Write to this addressYour water company
Your complaint to the water company or retailer, which comes first.
The address on your water billor its complaints pageExplain what went wrong and what you want it to do, and keep a copy.
Write your complaint letterA wrong water bill
If your complaint is about a bill that is wrong.
Your water companyOur bill dispute letters explain the billing rules that protect you.
See bill dispute lettersChecked against the CCW website on 18 and 19 October 2026.
Why Send It With PostRight
Proof It Arrived
Choose Tracked 24 and you can see when your letter was delivered, with a photo on delivery. Useful when a deadline or reply time counts from the day it arrives.
No Printer, Envelope or Stamp
Type your letter or upload a PDF on any device. We print it, put it in the envelope and post it.
Posted Today
Order by 2.30pm on a working day and we post it the same day by Royal Mail.
The Address Done for You
Press Write to this address and we fill in the address exactly as it is shown on this page.
How It Works
- 1Complain to your water companyWrite to your water company first, say what went wrong and what you want it to do, and keep a copy.
- 2We print it and post itOrder by 2.30pm on a working day and we post it the same day by Royal Mail. A tracked service shows when it arrived, which helps you count the reply time.
- 3Write to CCWIf your company has not sorted it out after 8 weeks, press Write to this address and we fill in the CCW address.
Complain to Your Water Company First
Contact your water company or retailer and explain what went wrong. If it does not reply within 10 working days, you may be entitled to a payment under the Guaranteed Standards Scheme. If you are still unhappy, ask it to move your complaint to stage 2, and it should reply within another 10 working days.
When CCW Can Help
You can go to CCW once your water company has given you its final response, in writing or by phone, or after 8 weeks. CCW reviews your case independently and tells you if it thinks more can be done.
What CCW Covers
CCW can help with customer service, billing, allowances and social tariffs, debt and backdated bills, supply interruptions, and sewer flooding and blockages. Claims for damage to your home usually go to your home insurance instead.
Changes Coming
The government plans a new Water Ombudsman, announced in the King's Speech in May 2026. No start date has been given, and CCW is still handling complaints.
Other Ombudsman Guides
Frequently Asked Questions
CCW, 23 Stephenson Street, Birmingham, B2 4BH.
Send your water complaint today.
Write or upload your letter, choose your service at checkout, and we print it and post it by Royal Mail.
Write Your Letter