Complaints and
Escalation Procedure

At ConservAqua we believe that customer service is everyone’s job and we work hard every day to give you the service that your loyalty rightly deserves!

We promise to put you at the heart of our business and will make great efforts to ensure that our customer service is:

  • Helpful and easily reachable – Direct line to your account manager
  • Knowledgeable and reactive – Expert account managers will take ownership of the problem immediately and see all issues through to resolution
  • Constantly striving to bring improvements to our service
  • Tailored to your individual requirement, with bespoke options for all your needs

Even with the best intentions, things can go wrong. On those occasions, we have the following procedure in place to ensure that if we do drop the ball, we pick it back up quickly and make the necessary changes to prevent similar issues from occurring again.

  1. Customer Service Representative

Your first point of contact for any complaint or issue is our Customer Service Team.

Please email: CustomerServices@ConservAqua.co.uk

Or write to:
Customer Services
ConservAqua Limited
Riverbridge House
Guildford Road
Leatherhead
Fetcham
Surrey
KT22 9AD

  1. Complaint Escalation

If you are dissatisfied with the outcome of your complaint, you may escalate the matter further.

Stage 1 – Account Manager
Please email: Complaints@ConservAqua.co.uk

Stage 2 – Head of Customer Relations
If you remain dissatisfied following review by the Account Manager, you may escalate your complaint to our Head of Customer Relations.

Email: Customer-Relations@ConservAqua.co.uk

Stage three

If you are not happy with our resolution, or if we are unable to resolve your complaint, you can raise the matter with an independent body who will consider your complaint and may be able to mediate or investigate. You will have to of followed our complaints process above and escalated through the first two stages otherwise your complaint will not be considered and will be referred back to us.

For complaints in the English and Welsh water market, contact the Consumer Council for Water (CCW) who can offer advice and assistance as well as formally investigating complaints on your behalf. Their role is to represent customer interests, ensuring they receive a good level of service from their retailer and are independent of water retailers and wholesalers.

If CCW is unable to resolve your complaint, the next step is to contact ADR Group, who run an independent redress scheme and can provide an independent decision, subject to the rules of the scheme and being eligible for referral to ADR Group.

For complaints in the Scottish water market, contact the Scottish Public Services Ombudsman (SPSO). The SPSO is the final stage for complaints about public services in Scotland and its service is independent, free, and confidential.

The SPSO will normally not look at complaints relating to issues you have known about for more than 12 months, where you have not gone all the way through our complaints handling process, or that have been or are being considered in court.

  1. Board of Directors Escalation

If you remain dissatisfied following review by the Head of Customer Relations, you may request for your complaint to be escalated to the ConservAqua Board of Directors for further review.

Please submit your escalation in writing, outlining the nature of your complaint and the reasons why you remain dissatisfied with the outcome provided to: Board@ConservAqua.co.uk

Or alternatively write to:

PA to the Board of Directors
ConservAqua Limited
Riverbridge House
Guildford Road
Leatherhead
Fetcham
Surrey
KT22 9AD

The Board will undertake an independent review of the matter and respond within a reasonable timeframe in line with our commitment to fair and transparent complaint resolution.

  1. Escalate Further to CCWater (Consumer Council for Water)

If you are still not completely satisfied with how your complaint has been handled, you may escalate the matter to CCWater (Consumer Council for Water).

Complete an online complaint form at:
https://ccwater.custhelp.com/app/ask

Or contact:
Consumer Council for Water
1st Floor, Victoria Square House
Victoria Square
Birmingham
B2 4AJ

Telephone:
0300 034 2222 (England)
0300 034 3333 (Wales)

Lines are open Monday to Friday, 8:30am to 5:00pm.

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