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Water customers in England and Wales can now go to an independent adjudicator if their complaint has not been resolved by their water company and after intervention from the Consumer Council for Water (CCWater).

English and Welsh water companies, CCWater, Ofwat and Water UK are working together to set up an independent service to resolve disputes when companies and their customers are unable to reach agreement.

From April customers in England and Wales can go to an independent adjudicator if their complaint has not been resolved by their water company or after intervention from the Consumer Council for Water.

A panel made up of three independent members, a representative from Ofwat, a representative from CCWater and two representatives from the water companies is overseeing the process to set up and run the Alternative Dispute Resolution Scheme (ADR).

Companies are determined to reduce the number of complaints and improve complaint handling further, and are working with stakeholders to deliver a binding resolution for customers for those cases which reach deadlock at the end of the current process.

Water customers in England and Wales can now go to an independent adjudicator if their complaint has not been resolved by their water company and after intervention from CCWater.

The water industry in England and Wales is currently working to put in place a new Alternative Dispute Resolution (ADR) service.

Customers in England and Wales will soon have a new independent and free-to-use service to resolve complaints with their water company.

Response to Ofwat consultation by Resolving Water Disputes Limited (RWD), the company set up to operate a voluntary Alternative Dispute Resolution scheme in the water sector.

CC Water's latest data confirms that the sustained efforts and considerable investments made by water companies are leading to much improved services for their customers, with complaints falling for the seventh successive year.

Today’s report from the Consumer Council for Water shows that while written complaints are marginally down on last year, it is the eighth successive annual reduction and written complaints are now down 60% compared to eight years ago.