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
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.
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.
You can call us on 0345 1 24 24 24
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.
Calling us is the quickest way to resolve any problems, but if you’d rather write to us, we’ll respond within 7 working days. If we don’t, we’ll pay you £25 under our Customer Charter. Don’t forget to include your name, account number and phone number.
Write to us at: Yorkshire Water, Box 52, Bradford BD3 7YD
What happens when you've received my written complaint?
Step 1: Once we've received your complaint, we’ll give you a call to find out more about the problem and try to resolve things over the phone. If we can’t get hold of you, we’ll send you a written reply in 7 working days. Our reply will include a phone number and the name of the person dealing with your complaint if you want to discuss it further.
Step 2: If you’re unhappy with the outcome of your complaint and write to us again, your complaint will be reviewed by our Head of Customer Service for billing related matters and by our Household Service Manager for water and sewerage services.
Step 3: If after both steps you’re still not happy, you can ask for an independent review from the Consumer Council for Water. CCWater is an independent body set up to make sure the customer’s voice is heard and they will investigate customer complaints.
For more information about CCWater or to make an application, visit: ccwater.org.uk
Step 4: If you’re still not happy, you may be able to refer your case for an independent review by the Water Industry Redress Scheme (WATRS). CCWater will let you know if your complaint is eligible to be dealt with by WATRS.
For more information about WATRS or to make an application, visit: watrs.org
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.
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.
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.