This page offers answers to frequently asked questions about our Customer Guarantee Scheme:
Where can I get a copy of the Scheme?
The scheme is available to download below.
You can also request a paper copy by calling our 24-hour Customer Centre on 0800 3169 800
(Textphone number for the deaf or hard of hearing: 0800 3166 899).
What might I be due a payment for?
Please see our customer guarantees for details of what you may be due a payment for.
How much money am I due?
This depends on what you are due a payment for. Please refer to our customer guarantees for this information.
If I make a payment request, when will I receive the payment?
Whilst we aim to resolve these requests quickly, investigations can sometimes be detailed and can take longer than expected, however we will ensure that you are kept fully informed of progress.
How will the payment be made?
Generally, we will make an appropriate credit to your account, which will show on your next bill, or we'll send you a cheque.
If you do not have an account with us we'll send you a cheque.
If I'm not happy with the outcome who can I contact?
In the first instance, you should call us on 0800 9808 800 and we will do our best to help (Textphone number for the deaf or hard of hearing: 0800 3166 899).
Alternatively, you can write to us at:
PO Box 436
If you are still unhappy after we have had the opportunity to reassess your case, you can contact Ofwat for an independent review.