Escalating issues

This process is for escalating existing non-urgent complaints. If you have an urgent issue, please contact us using the methods outlined here.

If you are a business customer and have an enquiry about any of the services you receive, please contact your licensed provider in the first instance.

Domestic customers should follow the Scottish Water review process outlined below. 

Step 1 

If you are unhappy about the way we have provided services or with the services provided you can use these methods to provide us details of your issue:

• Portal: Visit our portal here
• Phone: our Customer Helpline 0800 0778 778
• Email: help@scottishwater.co.uk
• Post: The Bridge, 6 Buchanan Gate, Stepps, Glasgow, G33 6FB.

Calls may be recorded for quality or training purposes. 

Step 2 

If your issue is not resolved to your satisfaction once you have completed step 1, you can email our Service Review Team at customer.concerns@scottishwater.co.uk 

We will offer you a written response. For those instances where we need to investigate your complaint we will respond to you within five working days.

IN ORDER TO ENSURE ANY LIVE ISSUES ARE RESOLVED AS SOON AS POSSIBLE, PLEASE ENSURE YOU USE STAGE 1 OF THE COMPLAINTS PROCESS BEFORE MOVING TO STAGE 2

Step 3

We will make every effort to resolve your complaint to your satisfaction. However, if you find that you are still not completely satisfied with our final response, you can contact the Scottish Public Services Ombudsman.

The Scottish Public Services Ombudsman (SPSO) is the final stage for complaints about most organisations that provide public services in Scotland, including Scottish Water. Their service is independent, free and confidential.

The SPSO will normally only consider a complaint after you have fully completed Scottish Water’s complaints review process.

The SPSO cannot normally look at complaints more than 12 months after you became aware of the matter you want to complain about, or matters that have been or are being considered in court.

If you remain dissatisfied once you have completed Scottish Water’s complaints procedure, contact the SPSO for advice and request a complaint form on Freephone 0800 377 7330, via their website at www.spso.org.uk or by writing to: Freepost SPSO

Please note - this is all you need to write on the envelope. No stamp is required.