Escalation Process

Licensed Providers (LPs) can request an escalation on any outstanding or recently closed enquiries which have been dealt with under the normal market process and resulted in one or more of the following:

• Scottish Waters standard process did not resolve the concern.
• The request has not been completed within the timescales outlined in the Operational Code.
• The LP believes there are grounds to challenge Scottish Water’s response.

Escalations should be requested through the LP Customer Portal.

Should they wish, LPs may also complete the Escalation Form and send it direct to the relevant operational teams. A list of all operational teams and their contact details can be found on the LP Customer Portal.