If you've had a good experience with us we'd really like to know so that we can thank the person/s involved and continue to improve our services.
Colleague praise and recognition
Have you got some great feedback for one of our colleagues? We'd love to hear from you by using the below form.
Our Customer Promise Awards recognise the achievements of colleagues working across the business, and their individual commitment to our Customer Promise. It's made up of three simple ideas that define how we approach the things we do as a business, both with our customers and our colleagues.
Delivering excellent service is what we're about as a business and what we're here to do every day, so it is only right that we should recognise colleagues who do a great job.
Making a complaint
We find that most issues can be resolved immediately but if you remain unhappy, you can have your complaint formally registered. You can do this by letter, email or telephone.
PO Box 52
Alternatively, you can phone us on 0345 1 24 24 24 to make a formal complaint.
If you'd like to know more about our complaints procedure click here
Stage One - Customer Care Team
We'll hand your call to our Customer Resolution Manager and your letter or email to a specialist advisor in our Customer Care Team. This person will call you back to discuss the issue and set out how we plan to resolve it. They'll then personally look after your complaint, keeping you fully informed along the way until you're happy that the matter is resolved. We'll then confirm the outcome that we've agreed with you by telephone or in writing, within seven working days.
Stage Two - Escalation to senior manager
In the rare case that you remain unhappy and feel that we haven't resolved the matter to your satisfaction, you can choose to escalate it to an appropriate Senior Manager or Director who will review the case. They'll then write to you explaining the outcome of their review.
What happens if I'm still not happy?
If, having fully exhausted this process, we haven't resolved the complaint to your satisfaction, you may take your complaint to the Consumer Council for Water (CCWater) who may act on your behalf to try to resolve your complaint with us. They are an independent body set up to protect your interests and to champion customer issues.
WATRS are neutral arbitrators who will look at your case independently of Yorkshire Water and CCWater to try and reach a fair decision. This service is free to our customers. Guidance notes are available on the website or you can ask for a copy to be sent to you by telephoning 0207 520 3801.
*WATRS is a voluntary alternative dispute resolution scheme to help address the very small number of customer complaints that remain unresolved. WATRS, is designed to provide an independent, impartial and easy to use alternative to going to Court or a Tribunal.
We have signed up to the scheme's commitments which are set out below. A full copy of the Scheme Rules can be found here www.watrs.org/commitments.
1. Commitment to provide WATRS free of charge to customers;
2. Commitment to support the principles set out in the ADR Specification;
3. Commitment to respect the independence of WATRS
4. Commitment to be bound by decision of the WATRS’ adjudicator if accepted by customer and to implement decision as required by Scheme Rules;
5. Commitment to co-operate with and have due regard to the recommendations of the ADR Panel
Making a Public Liability injury claim against Yorkshire Water
Please note that any Fast Track personal injury claims (incident date 31 July 2013 onwards) brought against Yorkshire Water Services Ltd by solicitors acting on behalf of claimants must be submitted through the online EL/PL Portal system. The correct Portal compensator name for such claims is Kelda Group Ltd and our Portal system reference is G231.