Complaints & Claims

We’re committed to delivering our services to a high standard. 

If we don’t deliver the standard of service you expect, or if we make a mistake, we want to know. 

We’ll investigate the situation and set about putting things right as quickly as possible. 

By telling us about your experience you’re helping us to avoid making similar mistakes in the future.

In some circumstances, we can deal directly with business customers to resolve a complaint or claim. Other times, you need to go through your Licensed Provider (LP).

Complaints from non-household customers specifically relating to LP activities or billing matters will be redirected to the appropriate LP, such as:

• Billing complaints 
• Complaints regarding LP activity (e.g. marketing campaign) 

Complaints and claims relating to provision of water and waste water services to a non-household customer will be redirected to the LP, such as:  

• Ongoing poor pressure complaints 
• Claims for sewer flooding 

Other complaints or claims will be dealt with directly by Scottish Water, such as: 

• Complaints about traffic disruption
• Complaints about Scottish Water staff