Making a Complaint
Aquaflow is committed to providing our customers with exceptional service. However on occasion, we acknowledge that we may fall short of our usual high standards. If this happens we encourage our customers to get in touch and view it as an opportunity to see how or if we can improve further.
There are a number of ways for you to get in touch with us and it is helpful if you provide your name, business name, address, contact number and SPID reference in all correspondence. We also ask that you provide as much detail relating to your complaint as possible, along with how we can remedy this for you.
You can call us on 0333 305 1445, Email us, Click Here…, or write to us at Vision House, Oak Tree Court, Mulberry Drive, Cardiff, CF23 8RS
If we can’t resolve your complaint immediately over the telephone, or if your complaint is received in written form, our procedure is:
Stage 1. Within 10 working days of your complaint being received, one of our experienced customer advisors will write to you with a response that outlines what we are doing to resolve your complaint. If you don’t receive a response within this timescale you may be eligible to compensation under the Guaranteed Standards Scheme
Stage 2. If you are not happy with the outcome of stage one, your complaint will be escalated and a Manager will undertake a full review of the complaint, contact you by telephone to discuss and write to you with the outcome within a further 10 working days.
Stage 3. If, after receiving the outcome of Stage 3 you still wish to take your complaint further, there are independent bodies that you can refer your complaint to, that have a statutory duty to deal with customer complaints and if they believe that your complaint is justified, they will ask us to put it right. If your company is based in England you can write to the Consumer Council for Water and if your company is based in Scotland you can write to the Scottish Public Service Ombudsman, the addresses for which are both provided below.
The Consumer Council for Water, Victoria Square House, Victoria Square, Birmingham, B2 4AJ
Call: 0300 034 2222
Scottish Public Service Ombudsman, 4 Melville Street, Edinburgh, EH3 7NS
Call: 0800 377 7330 or 0131 225 5300