Make a complaint

Before making an application, please first check that the following conditions have been met:

  • You have already complained to the company in the first instance
  • You have already been to CCW (for household customers) and six months have not lapsed since their referral letter
  • Your complaint is not in relation to fraud, discrimination or data protection breaches
  • Your complaint is not the subject of court action and does not exceed the monetary limits of the scheme
  • You understand that it is your responsibility to ensure you have read the Scheme Rules, Guidance notes for Customers and process flowchart (documents available on the website:
  • The account is for a premises that is based in England or Wales.

What information do I need to submit my claim?

  • Date you first raised your complaint with the company.
  • The details of the dispute.
  • Details of the compensation you are requesting (if applicable). Please refer to the WATRS Guide to Compensation for Inconvenience and Distress to assist you with this (accessible at:
  • Any documents you may want to include, such as bills, contracts, correspondence with the company (including evidence of complaint), media (audio/video), photographs, receipts, etc. Permitted file types include docx, doc, pdf, png, jpg, jpeg with a file limit of 40mb.

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