Complaints and appeals

We aim to be easy to deal with, helpful and friendly, and get it right first time. We welcome any comments, queries or issues and will respond quickly, fairly and courteously.

Cat In The Drawers

We are always looking at ways to improve for the future. If you have a complaint about our water bidding market process or you wish to appeal against a decision made regarding your water market bid, this page explains what you need to do. We try to get things right first time but realise that occasionally this does not happen. If you consider this is the case, please get in touch as soon as possible.

The quickest way to resolve your complaint or appeal

We will investigate your complaint or appeal and try to find a solution that is acceptable to us all.

The quickest way to resolve your issue is to complete our complaints form and email it to our Market Operations Team on the email address below. Alternatively, you can send the form to us at the address below. We will respond within seven working days.


Write to: Yorkshire Water Market Operations Team Western House Halifax Road Bradford BD6 2SZ

Please include your name, email address and telephone number.

After we receive your complaint or appeal

Step 1: We may give you a call to further understand your issue and try to resolve things over the telephone. We will send you a reply within seven working days. Our reply will include the name of the person dealing with your complaint or appeal, should you wish to discuss any aspect of our response.

Step 2: If you are unhappy with the outcome of your complaint or appeal and write to us again, your complaint will be reviewed by a senior manager. They will write to you directly with the outcome of their review.

Step 3: If you are not happy with the outcome of the senior manager review, you can request an independent review from Ofwat. Ofwat are the economic regulator of the water sector in England and Wales. To find out more information about Ofwat please visit the Ofwat website.