Water companies have established the Water Redress Scheme (WATRS) to adjudicate on customer complaints relating to bills, payments, metering, or water and sewerage services.
To use the scheme customers must firstly go through the company’s complaints process and obtain a referral from CC Water. The scheme is free for customers, funded by water companies, and run independently by the Centre for Effective Dispute Resolution (CEDR).
The adjudicator will aim to reach a decision within 20 working days of receiving an application. If a complaint is upheld, the adjudicator can decide what action the company must take, including carrying out work or paying compensation.