Our Complaints Procedure

Last updated: December 2017

Although we always endeavour to do our best, as is the nature of things sometimes things do go wrong.
If you have a complaint, please let us know.

Getting in touch

Phone: 0330 223 3060
Post: Customer Services Team, Blue Business Water, Bluewater House, Burton Row, Highbridge, TA9 4BY

If for any reason you feel your query hasn't been resolved as expected, you can escalate your concerns to our Customer Relations Team:

Post: Customer Relations Team, Blue Business Water, Bluewater House, Burton Row, Highbridge, TA9 4BY.
Online: Complete the online form below to submit a new complaint to our customer relations team

What happens next?

1. Your complaint will be assigned to a dedicated case handler who will be available as your single point of contact.
2. We'll investigate your concerns and agree a course of action with you.
3. We aim to resolve complaints within 20 days. If for any reason this will not be the case, we'll explain the delay and agree a new completion date with you.

If you're still unhappy

If you remain dissatisfied, you can ask the Scottish Public Services Ombudsman (SPSO) to look at your complaint. The SPSO is the final stage for complaints about public services in Scotland. The SPSO cannot normally look at complaints:

> where you have not gone all the way through the organisation's complaints handling procedure
> more than 12 months after you became aware of the matter you want to complain about, or
> that have been or are being considered in court.

You can contact the SPSO:

In Person:
SPSO
Bridgeside House
99 McDonald Road
Edinburgh
EH7 4NS

Their freepost address is:
FREEPOST SPSO (this is all you need to write on the envelope and you do not need a stamp)

Freephone: 0800 377 7330
Online contact: www.spso.org.uk/contact-us
Website: www.spso.org.uk

I would like to submit a new complaint
If for any reason you feel your query hasn't been resolved as expected, you can make an initial complaint and escalate your concerns to our customer relations team: