Complaints
Who to contact when you have a complaint about the service you receive from Scottish Water?
Scottish Water - If you have a complaint about the level and standard of service received from Scottish Water in relation to the water and sewerage services that they deliver to you, you should contact them directly in the first instance. Click here to find out how.
Waterwatch Scotland - If you feel that a complaint that you have submitted to Scottish Water has not been resolved to your satisfaction you can report this to Waterwatch Scotland, the statutory body established to represent customers' interests. Click here to find out more.
Water Industry Commission for Scotland (the Commission) - The Commission monitors Scottish Water's performance in areas such as levels of service to customers; operating efficiency and operating costs; capital investment delivery; capital project appraisal; financial sustainability and compliance of charges schemes with revenue cap limits. Further information is available here.
The Commission sets the final determination of water charges to be used by Scottish Water - if you have a complaint about water charge levels you should contact the Commission. Click here to find out more.
If you have a complaint about the way in which the Commission has handled a query, or any other matter, you may refer the matter to their Director of Corporate Affairs and Customer Service. Click here to find out more.
Scottish Environment Protection Agency (SEPA) - SEPA's main aim is to provide an efficient and integrated environmental protection system for Scotland to improve the environment and contribute to the Government's goal of sustainable development. SEPA is responsible for monitoring Scottish Water's discharges to ensure they meet environmental requirements.
If you have a complaint about work currently being carried out by SEPA or are dissatisfied with the level of customer service that you have received, you should contact them directly in the first instance. Click here to find out more.
Drinking Water Quality Regulator (DWQR) - The role of the DWQR is to provide an independent check that Scottish Water is complying with the drinking water quality regulations. If you wish further information or would like to comment on drinking water quality in Scotland click here for details of how to do so.
Scottish Public Sector Ombudsman (SPSO) - The SPSO investigates complaints about most organisations providing public services in Scotland. IF you have a complaint about any of the above bodies but have failed to resolve via the above established processes, you can refer the matter to the SPSO. Click here for more information.
Help us to help you
We want your feedback on ways to improve our website
Our aim is to provide you with a website that is helpful and informative and which focuses on the key information that is important and of interest to you, our stakeholders.
Your comments are important to us so please e-mail us any suggested improvements for our website to: waterdivision@scotland.gsi.gov.uk.