Handling your complaints and concerns
We are committed to providing you with first-rate customer service. If you are unhappy about any aspect of service you have received from us, we want you to tell us, so that we can put it right as quickly as possible. Call our customer helpline on 0845 9200 800.
If you are dissatisfied with any aspect of our service, please email us by clicking on the link below.Or write to us at:
Thames Water
PO BOX 436
Swindon
SN38 1TU
How to make a complaint
Bill account complaint
If you have a complaint about your bill or account, please call us on 0845 9200 888 (to use Minicom call 0845 7200 899). Lines are open weekdays 8am to 8pm, Saturday 8am to 1pm.
Water supply or wastewater services complaint
If you have a complaint about your water supply or wastewater services, please call us on 0845 9200 800 (to use Minicom call 0845 7200 898). Lines are open 24 hours a day.
If you are contacting us from outside the UK, please call +44 1793 366011.
To help us continually improve the quality of our service we record all calls.
By post
If you would prefer to make your complaint in writing please write to:
Thames Water
PO BOX 436
Swindon
SN38 1TU
If you are dissatisfied with our response, please write to:
Customer Services Director
Thames Water
PO BOX 492
Swindon
SN38 8TU
If you believe we have not dealt with your enquiry satisfactorily, you can contact the Consumer Council for Water on 0845 758 1658 (or 0207 831 4790).
Alternatively you can write to:
Consumer Council for Water
Fifth Floor
11 Belgrave Road
London
SW1V 1RB
Consumer Council for Water website
The Consumer Council for Water is an independent body set up to represent the interests of water customers. The Consumer Council for Water may investigate your complaint and take it up with us on your behalf. Normally they will only take up complaints if we have been given the opportunity to put things right first.
