WATRS
Water Redress Scheme
The Water Redress Scheme (WATRS) is an independent service that adjudicates disputes between the customer and water and
sewerage companies or suppliers which have reached a state of deadlock.
Cost
Free (no cost to the customer)
Duration
Up to 35 working days
Which company would you like to make a complaint about?
Search for a company you wish to complain about.
What we can do
WATRS was created to help the mediation and investigation roles of the Consumer Council for Water (CCW). If CCW can not settle a customer’s dispute, WATRS will provide a final judgement that is binding upon water and sewage companies. This needs to be done within six months from the date of the CCW closure letter.
- If you would like to know more about how we can help you with your WATRS complaint, please go to our Help & Guides.
Important Message: The role of reviewing escalated complaints is changing. WATRS will be handing over responsibility to our colleagues at CCW (Consumer Council for Water) on 1 December 2023.
What does this mean for you? The last day to register a new complaint with WATRS will be by 5pm on Thursday 30 November 2023. After this date, CCW will be taking over. Applications received after this date will not be accepted by WATRS.
What happens to cases already in progress with WATRS? All active cases will be completed by WATRS to a conclusion. For further information about the new service, please contact CCW directly at https://www.ccw.org.uk/.
The steps you must take before submitting a complaint
Contact the company
Get in touch with WATRS
Accept or reject the final decision
Meet the Team
See our experienced team
Companies Covered
Check out what companies are covered
Are you a business?
CEDR can provide dispute resolution services for businesses in most sectors.
- Fast, and cost effective solutions
- Provided at a sustainable cost
Water Redress Scheme
Featured case studies
Complaint overview
The company had failed to install a water meter after agreeing to do so, failed to respond to communications and was untruthful.
Remedy Awarded
A written apology
View all case studies >Complaint overview
The company was charging the customer incorrectly, gave them incorrect advice causing them to incur plumber costs and works the company had carried out had damaged the property.
Remedy Awarded
£300 compensation and a written apology
Complaint overview
The customer submitted that their business and domestic premises were subject to an internal sewage leak, due to a sewerage flooding from a public sewer.
Remedy Awarded
£1540.00 compensation and a written apology
Fully accredited
Water Redress Scheme (WATRS) was certified by Shaw Trust Accessibility Services. Certification is accessible here.