We aim to deliver an excellent service every time. When something does go wrong, we want to know about it and we want to put it right.

This procedure explains how to raise a complaint with us, what we will do, and the timescales you can expect. It also explains the independent support and escalation routes available to you.

The process is different depending on whether your premises is in England or Scotland. Please follow the section that applies to you.

Contacting us

You can raise a complaint by:

• Email: customer.services@everflowutilities.com
• Phone: 0300 6600 137
• Post: Everflow Utilities, Traynor Way, Hub 2, Peterlee, SR8 2RU

You can raise a complaint about any part of our service, including the conduct of any third party acting on our behalf (for example, a broker or sales agent).

If you need this procedure in a different format (for example, large print, easy read, or an alternative language), or if you need additional support to raise a complaint, please contact us using the details above and we will accommodate your needs.

If your premises is in England

The following process applies to non-household customers whose premises are located in England. Our service standards reflect the requirements of the Guaranteed Standards Scheme (GSS) and the Customer Protection Code of Practice (CPCoP) published by Ofwat.

Stage 1: Initial complaint

We will acknowledge your complaint within 8 working days of receiving it.

We will provide a full substantive response within 10 working days. A named member of our team will manage your complaint and keep you informed throughout.

If we cannot fully resolve your complaint within 10 working days, our response will set out the actions we are taking, when we expect to reach resolution, when you can expect your next update, and the name and contact details of the person handling your complaint.

If we fail to meet a Guaranteed Standards Scheme (GSS) timescale, you will be entitled to a payment under those standards. A summary of our Guaranteed Standards is published here by Ofwat.

Stage 2: Internal review

If you remain dissatisfied with our Stage 1 response, you can ask for a Stage 2 review. Your complaint will be reviewed by a different member of our team who has not been involved in your case, to ensure the review is independent.

We will provide a full Stage 2 response within 10 working days of receiving your escalation request.

Once we issue our Stage 2 response, we will confirm in writing that our internal process is complete and explain your external escalation options.

Free independent support: CCW

You can contact the Consumer Council for Water (CCW) at any stage of your complaint for free, independent advice and support. You do not need to wait until you have completed our internal process. CCW may also conduct a formal review of your complaint once our internal process is complete.

CCW website: www.ccw.org.uk

CCW telephone: 0300 034 2222

External review: Alternative Dispute Resolution

If we have issued our final response (the outcome of Stage 2) and you remain dissatisfied, you can refer your complaint to our Alternative Dispute Resolution (ADR) provider, ADR Group. ADR Group is an independent body approved under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

You can refer your complaint to ADR Group once eight weeks have passed since you first raised it with us, or earlier if we issue you a deadlock letter confirming our internal process is exhausted.

ADR Group website: www.consumer-dispute.co.uk

If your premises is in Scotland

The following process applies to non-household customers whose premises are located in Scotland. Our service standards reflect the requirements of the Code of Practice published by the Water Industry Commission for Scotland (WICS).

Stage 1: Initial complaint

We will acknowledge your complaint within 8 working days of receiving it.

We will provide a full substantive response within 10 working days. A named member of our team will manage your complaint and keep you informed throughout.

If we cannot fully resolve your complaint within 10 working days, our response will set out the actions we are taking, when we expect to reach resolution, when you can expect your next update, and the name and contact details of the person handling your complaint.

Stage 2: Internal review

If you remain dissatisfied with our Stage 1 response, you can ask for a Stage 2 review. Your complaint will be reviewed by a different member of our team who has not been involved in your case, to ensure the review is independent.

We will provide a full Stage 2 response within 10 working days of receiving your escalation request.

Once we issue our Stage 2 response, we will confirm in writing that our internal process is complete and explain your external escalation options.

Role of the Water Industry Commission for Scotland (WICS)

WICS is the economic regulator of the water industry in Scotland and is responsible for ensuring retailers comply with their licence conditions. WICS does not investigate or adjudicate individual customer complaints.

WICS website: www.wics.scot

WICS telephone: 01786 430 200

External escalation: Scottish Public Services Ombudsman

If we have issued our final response and you remain dissatisfied with how your complaint has been handled or resolved, you can refer your complaint to the Scottish Public Services Ombudsman (SPSO). SPSO is the independent body that handles unresolved complaints about water and sewerage services in Scotland.

SPSO website: www.spso.org.uk

SPSO freephone: 0800 377 7330

SPSO will consider whether we have handled your complaint fairly. Where SPSO finds we could have done more, we will take the action needed to put things right.

If your complaint is upheld

Where we uphold a complaint, you can expect a full apology and explanation, and where appropriate one or both of the following:

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

Any payment due under the Guaranteed Standards Scheme will be made automatically and is separate from any further redress agreed as part of a complaint outcome.

How we use complaints information

We keep a record of all complaints we receive. We use this information to improve our service, identify trends, and meet our regulatory reporting obligations. You can request a copy of the information we hold about your complaint at any time.

Document control

This procedure is reviewed at least annually and updated when there are material changes to the regulatory framework or our internal processes.

Version: [2.0]  |  Last reviewed: [11.05.2026]  |  Next review: [11.05.2027]  |  Owner: Compliance