We aim to provide excellent service however sometimes things don’t go to plan. If you want to make a complaint, please get in touch and we will try and make it right.

To ensure we can resolve your complaint properly, we follow a thorough complaint resolution process.

Getting in touch with the Complaints team

Please get in touch with our Customer Service team in the first instance on 0333 015 3297 and they will do what they can to help fix your issue.
Alternatively, if you’d prefer to put your complaint in writing, write to Complaints Department, Intelligent Business Water, Atrium Business Centre, North Caldeen Road, Coatbridge ML5 4EF.  Our complaints timeline is shown below.

Day 1
You contact us to with your complaint.

Day 3
If you made a complaint in writing, we will respond to say that we’ve got it within three days of it arriving.

Day 10
We aim to resolve your case within ten days of receiving it, if we haven’t then we will give you updates on what we are doing to get it resolved

Day 20
If we’re still trying to resolve your complaint in the period after 20 days have passed, we will continue to keep you updated as to why it isn’t resolved.

If you call up to complain, one of out Customer Complaints team will pick this up and try and resolve this.

Once a complaint has been resolved, we will take you through the outcomes that are available. These outcomes may include, but are not limited to:
• Resolution of any outstanding issues to allow you to return to normal service
• A full explanation of the circumstances surrounding the complaint, any action that has been taken and an apology for any inconvenience or detriment caused to you

If you’re still unhappy

If you are unsatisfied with the outcome that you received following the completion of our complaints procedure, you do have the option of requesting a review from an independent body.

Please note that most of the organisations listed below will usually expect you to reach the end of the Intelligent Business Water complaint procedure before getting formally involved in your complaint.

If you remain dissatisfied, you can ask the Scottish Public Services Ombudsman (SPSO) to look at your complaint. The SPSO is the final stage for complaints about public services in Scotland.

SPSO, Bridgeside House, 99 McDonald Road Edinburgh, EH7 4NS
Freepost SPSO (you don’t need to use a stamp)
Freephone: 0800 377 7330