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Complaints

We hope you never have to make a complaint, but we know we don't always get everything right. You'll find our complaints process and everything you'll need to make a complaint on this page.

Making a complaint about
Yorkshire Water

If things go wrong we try to put them right.

We’ll try our best to get things right first time, but we do fall short occasionally. If this happens please get in touch as soon as possible. We’ll look into your complaint carefully and try to find a solution we’re both happy with.


Request a FREE callback from a dedicated Complaint Manager

The quickest way for us to resolve your complaint is by speaking with you. There's no need to wait on hold, we'll call you. You can arrange a callback from one of our dedicated Complaint Managers at a time to suit you.

Request a callback

What happens when I request a call back?

Step 1: Talk to a complaint manager – if you request a callback, a dedicated complaints manager will call you to discuss the problem and handle your case personally.

Step 2: Independent review - the complaint manager will carry out an independent review of the problem.

Step 3: We’ll offer you a solution or explain why we can't - we do everything we can for our customers and we always try and come up with a solution both parties are happy with, but we can’t fix everything, some things are out of our control. If we can’t resolve the issue to your satisfaction, you’ll get a full explanation why.

Other ways to make a complaint

Alternatively you can call us and speak to one of our Customer Service agents.

Our phone lines are open 8am-6pm Monday to Friday and 9am-5pm Saturday.

What happens when I call you?

Step 1: Talk to us - we’ll listen to the problem so we can really understand the issue. We’ll always try and resolve your complaint right there and then on the phone.

Step 2: We’ll investigate it – we’ll get to the root of the problem and see what we can do to help.

Step 3: We’ll offer you a solution – we’ll try and come up with a solution we’re both happy with. We solve most of our complaints at this stage.

Step 4: You can escalate your complaint - if you're still unhappy you can ask to be referred to a complaint manager. They'll aim to call you the next working day, but it can take up to 48 hours.

Step 5: Complaint manager – your dedicated complaints manager will discuss the problem with you and will personally handle your case from this point.

Step 6: Independent review - the complaint manager will carry out an independent review of the problem.

Step 7: We’ll offer you a solution or explain why we can't - we do everything we can for our customers and we always try and come up with a solution both parties are happy with, but we can’t fix everything, some things are out of our control. If we can’t resolve the issue to your satisfaction, you’ll get a full explanation why.

Making a complaint about Drainage and Water searches provided by Safe-Move

Safe-Move is a trading arm of Yorkshire Water and supplies Drainage and Water searches (CON29DW) and other conveyancing related products.  Safe-Move has put in place procedures to ensure that customers receive support in the event of any complaint, for further information please visit the Safe-Move website.

Safe-Move

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.

Rapid Claim Settlement

Codes of Practice

Our Customer Charter and our other policies are available for you to read. Our Customer Charter details our service commitments, including the payments you’re entitled to if we don’t meet our promises.

Our policies