In the rare event that you’re unhappy with the outcome of a complaint or would like to discuss concerns with an independent body, there are organisations that regulate and support the water industry in England, Wales and Scotland:

Waterwatch Scotland is an independent body that has been set up to represent the views and interests of customers. They can help investigate complaints, influence policy and provide information and advice.

The Consumer Council for Water was established in 2005 to provide a strong voice for water and sewerage customers in England and Wales. It’s an independent body that helps consumers by fighting their corner and ensuring they get a fair deal.

The Water Industry Commission for Scotland (WICS) is the regulator responsible for granting licences, setting out the conditions retailers must operate under and advising Scottish ministers on standards of service.

Ofwat is the regulator in England and Wales, responsible for encouraging water companies to provide their customers with a world-class service in terms of quality and value for money.