I want to make a complaint
If you complain, what can you expect?
Initial contact
The quickest way to contact us is via telephone.
For operational queries just call a member of our friendly Customer Service team on 0330 111 0780, for billing queries please call 0333 000 0113.
Stage 1
If you are not happy with the resolution or need further help, please tell us.
- We will provide a response within 10 working days from the date we receive your contact.
Email: customerservices@lmwater.co.uk
Address: Sophia House 28 Cathedral Road, Pontcanna, Cardiff, CF11 9LJ.
Sometimes it can take longer than this to fully resolve a complaint, particularly if the problem is complicated, or we need to visit you before we can get everything resolved. If this is likely to happen, we will contact you and explain why.
In the unlikely event that we fail to meet this timescale, we will credit your water services account with a payment that is equivalent to that offered by the upstream regional water company for the area. If we fail to credit your account within 10 working days, you will be entitled to an additional penalty payment credited to your account.
Stage 2
If you are still unhappy with the outcome or the way your complaint was handled, you can ask for one of our managers to carry out an independent review.
Stage 3
If you remain dissatisfied following our final review, your issue is over eight weeks old or you just want some free, trusted, independent advice, you can call the Consumer Council for Water (CCW). CCW are the independent voice for water consumers in England and Wales.
- Telephone: 0300 034 2222 (England) / 0300 034 3333 (Wales)
- Website: www.ccw.org.uk/contact-us
- Address: 23 Stephenson Street, Birmingham B2 4BH.