Billing Disputes Explained

Licensed Providers can submit a Billing Dispute to Scottish Water, if they believe that their bill is incorrect.

Billing Disputes should be raised on or before the payment due date of the bill. Licensed Providers should not make a payment for a disputed charge, pending investigation by the Wholesale Billing Team. All other undisputed charges on the bill should be paid on or before the due date.

Disputes should be submitted on the LP Customer Portal by selecting Request Type as Enquiry and then choosing Billing Disputes as the Enquiry Type. The bill number and the reason for the dispute should all be clearly stated, to allow Scottish Water to investigate. 

If a charge relates to a response to a request for service, Licensed Providers should raise a new Billing Dispute, rather than querying a charge as part of the original case. Please provide any relevant Scottish Water case reference numbers.

Scottish Water will respond to the dispute within 10 Business Days of receipt, advising whether the dispute is upheld or rejected. An explanation will also be provided. If the dispute is valid, the charge will be cancelled and  the Licensed Provider will receive a credit note within 10 Business Days of the response. If the dispute is invalid, the Licensed Provider should make payment within 10 Business Days of receiving the decision.