Complaints and
Escalation Procedure

At ConservAqua we believe that customer service is everyone’s job and we work hard everyday 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 and for those such occasions we have the following procedures to ensure that, if we do drop the ball, we pick it back up quickly and make changes to see that such occurrences never happen again.

  1. Account Manager

Your first port of call for any issues is your Account Manager (03330 16 56 56).

Send an email

Write a letter to: Customer Services, ConservAqua, Dorset House, Regent Park, Leatherhead, Surrey, KT22 7PL

  1. Operations Director (03330 16 56 65)

In the unlikely event that your Account Manager is unable to resolve your issue, and in-keeping with our commitment to resolving all queries satisfactorily, you can escalate it to the Operations Director, Scott Flower who will be only too happy to assist you.


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

Fill out an online complaint form:

If you are still not completely satisfied with how your issue is being dealt with you may escalate further to CCWater (Consumer Council for Water).

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

Call on 0300 034 2222 in England or 0300 034 3333 in Wales

(8.30am to 5pm, Monday to Friday)

  1. Alternative Dispute Resolution

In accordance with Part 4 of 2015 No. 542 Consumer Protection, the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 we inform you that ADR Group ( is our ADR Entity. At such time as we have exhausted our internal complaints handling procedure when considering a complaint from a customer and we have been unable to settle that complaint ADR Group ( will be competent to deal with that complaint should the customer wish to use alternative dispute resolution and we will be obliged, or prepared, to submit to an alternative dispute resolution procedure operated by ADR Group (

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