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How to Complain

This section explains what to do if you have a complaint.

The service you receive from your provider

If you have a complaint about the service received from Scottish Water in relation to the water and sewerage services that they deliver to you, you should contact them directly in the first instance.

If you have a complaint about the level and standard of service received from your licensed provider, you should contact them directly in the first instance.

If you feel that a complaint that you have made to Scottish Water or your licensed provider has not been resolved to your satisfaction you can report this to the Scottish Public Services Ombudsman.  The SPSO acts as the final stage for complaints about water and waste water services in Scotland.

Objecting to work Scottish Water is proposing to undertake in your local area

Scottish Water has put in place a Consultation Code and will consult widely with its customers and key groups about its plans. If, during such a consultation, you wish to make an objection, you should do so with the local planning authority which, in most cases, is your local council.

Sewage spills from waste water treatment works or other environmental concerns

The Scottish Environment Protection Agency (SEPA) is the environmental regulator for monitoring Scottish Water's discharges to the aquatic environment. If you have concerns about such matters, contact your local SEPA office.

Water charges

If you have a complaint about the levels set for water charges, you should contact the Water Industry Commission for Scotland (WICS). They are the economic regulator and determine the charges to be used by Scottish Water.

Drinking water quality

The Drinking Water Quality Regulator (DWQR) provides an independent check that Scottish Water is complying with the drinking water quality regulations. You can contact DWQR if you have questions or comments about drinking water quality. If you have a complaint about any of the above bodies that has not been resolved using the procedures set out above, you can refer the matter to the Scottish Public Services Ombudsman.

Escalating Your Complaint

If you have a complaint about any of the above bodies that has not been resolved using the procedures set out above, you can refer the matter to the Scottish Public Services Ombudsman which acts as the final stage for handling complaints about most public services in Scotland.

Help us to help you

We want your feedback on ways to improve our website

Our aim is to provide you with a website that is helpful and informative and which focuses on the key information that is important and of interest to you, our stakeholders.

Your comments are important to us so please e-mail us any suggested improvements for our website to: waterindustry@gov.scot