Customer Q+A on the scheme to resolve disputes
Answers to frequently asked questions on the Water Redress Scheme (WATRS) can be found here.
What is WATRS?
The Water Redress Scheme, known as WATRS, is an independent decision making scheme for unresolved complaints made by customers against water companies.
The scheme has been established to help customers who remain dissatisfied with the outcome of their complaint, after they have been through their water company's complaints procedure and involved the Consumer Council for Water (CCWater).
When can I complain to WATRS?
If you have a complaint you should first contact your water company directly who should try to put the matter right. Each company has a complaints procedure which it should provide or offer to you.
If you remain unhappy with the outcome of your complaint, you can ask CCWater to take up the matter on your behalf. CCWater is a national consumer body set up to protect your interests as a water customer.
If, following CCWater's involvement, you remain dissatisfied with the outcome of your complaint, you can then apply to WATRS to make an independent and binding decision on your complaint. But you must have referred your complaint to CCWater before you can apply to WATRS.
What type of complaint can be referred to WATRS?
Only disputes relating to the following apply:
- Bills, payments, collections and debt recovery
- Water supply services
- Wastewater/sewerage services
- Development and new supplies
Will it cost me to take my complaint to WATRS?
No, it is free of charge for customers.
What powers does WATRS have?
Decisions made by WATRS are binding on water companies but not on customers. This means that if you disagree with the WATRS decision, you are still free to pursue legal action against your water company through the courts.
If WATRS supports your complaint, it will decide what action the company must take, including carrying out work or paying compensation for loss or damage. This can be up to a maximum of £10,000 per customer for households and £25,000 for commercial customers.
However, some complaints may not be eligible for this scheme and, where this is the case, WATRS will provide you with an explanation.
How long will it take for WATRS to reach a decision?
WATRS aims to make its decision within 20 working days of receiving your application. If you accept the WATRS decision, your water company will usually have 20 working days to provide the remedy set by the scheme.
What if I have further questions about WATRS?
You can find out more at WATRS website at http://www.watrs.org or by calling the Consumer Council for Water for free advice on 0121 345 1000.