We’ll always try and do everything we can to ensure you’re completely satisfied. But we know that problems can sometimes arise.
The best way for us to resolve your complaint quickly is to call us on 0333 014 3131. If you can’t call us, you can use Live Chat or write to the Customer Care Team at Clear Business, PO Box 156, Blyth, NE24 9GH.
Scotland Water complaints procedure
Your water and/or waste services, including drainage services, are supplied by Clear Business Water Limited, a licensed provider of water and waste services. Its licence is granted by the Water Industry Commission for Scotland. Clear Business Water Limited is a wholly owned subsidiary of Verastar Limited, which bills customers for services provided by Clear Business Water Limited. Clear Business is a trading name of Verastar Limited.
If our Customer Care team can’t resolve your complaint, it will be passed to our specialist Complaint Team.
If you’ve experienced a problem with your water supply in Scotland and would like to complain, please follow the steps below.
For issues with your water supply in England please click: England Water Complaints Procedure | Clear Business.
- Your contact details (name and address) or simply include your account number
- Any background information on the issue
- The impact the issue is having on you
- What you would like to happen as a resolution
No matter how you get in touch, we’ll need a few things from you:
To make sure your complaint is resolved quickly, we’ve put together the following steps:
Step 1
Letting us know
Our teams are empowered to resolve complaints on the first call whenever they can. If you’ve written to us, we might need to contact you by phone for more information before we look into your complaint. Sometimes, we’ll need to speak to a third party before we can resolve your complaint, but we’ll always keep you updated on progress.
- Offer an apology
- Explain what's happened
- Take action to put things right
- Offer a gesture of goodwill in appropriate circumstances
We’ll always try and resolve your complaint at the first point of contact. To resolve we’ll:
Step 2
Trouble resolving your complaint
If our teams haven't been able to resolve your complaint within 14 days, it will be passed to a Team Manager to review. If they feel that our Customer Care Team are unable to resolve your complaint, it'll be passed to our specialist Complaint Team. One of the team will acknowledge your complaint and complete a full review. Further investigation may be needed but you'll be kept updated every step of the way.
You'll usually receive an initial response from our Complaint Team within 14 days. In this response we may offer a resolution, outline further information we require (either from you or a third party) or provide you with a final response.
Step 3
If things haven't been resolved to your satisfaction
If we’ve provided you with a final response and you're still not happy, 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. If we’ve completed our review and full investigation and you’re still not happy, 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 exhausted our complaints procedure.
- If more than 12 months has passed since you became aware of the matter about which you want to complain.
- That have been or are being considered in court.
The SPSO can be contacted on:
Freephone: 0800 377 7330