Although we aim to deliver excellent service on the first attempt, we recognise that challenges may sometimes occur. If you are unhappy with any aspect of our customer service, please follow the steps outlined below. We are dedicated to addressing your complaint promptly and efficiently. 
 
While we strive to provide exceptional service on every occasion, we acknowledge that there may be instances where your experience does not meet expectations. If you are dissatisfied with any aspect of our service, we encourage you to follow the procedure outlined below. We are committed to addressing your concerns thoroughly, fairly, and without undue delay. 
 
We respectfully request that you contact us directly should you have any concerns regarding our service. You may reach us via: 

• Email: customer.services@everflowutilities.com
• Phone: 0300 6600 137

Stage One

Once your complaint has been received, we promise to acknowledge this and provide a response where possible, within 5 business days. If this is not possible, a specialist advisor will provide a response to your stage 1 complaint within 10 business days. They will personally oversee your complaint, ensuring you are kept fully informed throughout the process until the matter is satisfactorily resolved. 

If we haven’t responded in time, you will be entitled to receive automatic compensation in line with our Guaranteed Service Standards, a copy of which is included in your welcome pack.

Stage Two

If you remain dissatisfied after Stage One, your complaint will be passed to another member of our team who has not been involved in your case. They will carry out an independent review of the matter and, if needed, complete further investigations. We will provide you with a full response within 10 working days. 

External Process

If you remain dissatisfied with the manner in which your complaint has been handled and resolved, you may have the option to request an independent review. Both the Consumer Council for Water (CCW) and the Scottish Public Services Ombudsman (SPSO) are independent bodies that examine how water companies manage complaints. They assess whether you have been treated fairly, and if they determine that further action was warranted, we will take the necessary steps to rectify the situation and ensure the issue is fully resolved. 

For customers in England, please contact the Consumer Council for Water (CCW) via their website here or by calling 0300 034 2222.

For customers in Scotland, the Scottish Public Services Ombudsman (SPSO) can be reached here or by calling them on 0800 377 7330.

Both organisations act independently to review how complaints have been handled by water and sewerage companies and will judge whether we have treated you fairly or not. If the CCW or SPSO decides that we could have done more to help you then we will of course to ensure the mistakes are corrected.

If you have exhausted all 3 steps above and you are an applicable Consumer, then we must let you know that ADR Group is our Alternative Dispute Resolution (ADR) for Consumer Disputes (Competent Authorities and Information), as set out in Part 4 of the 2015 ADR Regulations (Statutory Instrument No. 542).  

If your complaint has reached the end of our internal process and we haven’t been able to resolve it, you can choose to refer the matter to the ADR Group. They are authorised to review and decide on complaints individually and we are obliged, or prepared, to submit to the ADR procedure they operate.  

If a complaint is upheld, in addition to a full apology and explanation, you may be entitled to one of the following: 

• Remedial action to put things right where possible; or
• Financial compensation where remedial action is not appropriate or possible.