Thames Water Limited, the United Kingdom’s largest water and wastewater services provider, has a responsibility to provide quality services to its customers However, despite its efforts, sometimes things do not go as planned, and customers need to make a complaint In this article, we will discuss how customers can make a complaint with Thames Water Limited and what to expect from the process.
Making a Complaint
A customer can make a complaint via several channels The most straightforward and convenient way to register a complaint is through the Thames Water online portal The portal is available 24/7 and provides a secure way to communicate with the company.
Customers can also call Thames Water’s customer service hotline, available from 8 am to 6 pm from Monday to Friday Complaints can also be made through the company’s social media handles, such as Twitter and Facebook.
Once a complaint is raised, a complaint reference number is usually provided to the customer The reference number is used to track the complaint and give updates on its progression.
Escalating a Complaint
If a customer is not satisfied with the initial response to their complaint, they can escalate it to the Thames Water management team The company’s official website provides an email address and a postal address where complaints can be sent.
Customers can also request for their complaint to be reviewed by Thames Water’s internal complaints team The unit is responsible for investigating and responding to escalated complaints If the complaint remains unresolved, the customer can contact the Consumer Council for Water (CCW) The CCW is an independent body appointed by the UK government to resolve complaints between water and wastewater companies and their customers.
What to Expect after Making a Complaint
Once a customer raises a complaint, Thames Water aims to resolve the issue as soon as possible Thames Water Limited complaints. The response time depends on the nature of the complaint, its severity, and the available resources to resolve it.
The company is committed to providing an initial response to a complaint within ten working days of receiving it The response may be via email, phone, or letter, depending on the customer’s preferred communication channel.
If the complaint requires further investigation, Thames Water has promised to keep the customer informed of the progress and communicate with any updates on the complaint’s resolution.
If the complaint is without merit, Thames Water may choose to close it after informing the customer about their decision However, the customer can request that the complaint be reviewed by an independent body such as the Water Redress Scheme (WATRS) or the CCW.
Thames Water Complaint Statistics
Over the years, Thames Water Limited has received its fair share of complaints from customers in its supply areas However, it’s important to note that the total number of complaints has decreased significantly over the past decade, and the company has invested heavily in improving its customer service.
According to Ofwat, the UK’s water industry regulator, Thames Water received 16,426 complaints from April 2020 to December 2020 This figure is an improvement from the same period in 2019, when the company received 20,184 complaints.
Of the complaints received in 2020, only 3.86% remained unresolved after the initial ten-working-day response from Thames Water Additionally, the company paid out £425,991 in compensation to customers affected by its poor service delivery between April 2019 and March 2020.
Conclusion
Thames Water Limited has made significant progress in improving its customer service and reducing the number of complaints it receives However, it’s inevitable that some customers may encounter issues with the company’s services hence the need to make a complaint.
Customers can make a complaint through multiple channels, with the online portal being the most convenient If the complaint is unresolved, customers can escalate it to the internal complaints team or seek the services of independent bodies such as WATRS and the CCW.
Thames Water is committed to resolving complaints within the shortest time possible and keeping customers updated on the progress By making a complaint, customers can get a resolution to their service delivery issues and help the company improve its services continually.