Before you begin

Please read the following guidance to help us direct your enquiry to the right place.

1. Enquiries about the CMA’s Provisional Determination

If your enquiry relates to the provisional determination published by the Competition and Markets Authority (CMA):

• We are unable to provide further information or respond to individual enquiries.
• Ofwat has reviewed the CMA’s provisional determination and has responded directly to the CMA.
• For more details, please visit the CMA’s website.

2. Billing and water company complaints

We cannot assist with queries about increases to your water bill or other billing-related matters. If you send us an enquiry related to this, we will be unable to respond.

If you have a concern about your water bill or would like to make a complaint:

1. Contact your water company first.
2. If you are not satisfied with their response, contact the Consumer Council for Water (CCW):
   • Make a complaint with CCW
   • Help with your water bill – includes advice, a water meter calculator, Benefits Calculator, and social tariff guide.

Learn more about Ofwat’s role in setting price controls for water and sewerage companies: Ofwat Price Review Information

3. Complaints we can't help with

If your complaint is about something Ofwat can't help with, there may be other organisations who can assist you.

Need help with something specific?

• Billing problems – Contact CCW (Consumer Council for Water)
  They can help with complaints about bills, charges, and the service provided by your water company.
• Water quality concerns – Contact the DWI (Drinking Water Inspectorate)
  They ensure your drinking water meets safety and quality standards.
• Water pollution issues – Contact the EA (Environment Agency)
  They deal with pollution incidents affecting rivers, lakes, and the environment.

4. Other issues in your enquiry

If our casework team identifies other issues in your enquiry that we can address, we will respond to you accordingly.

5. Whistleblowing (water sector workers only)

If you work in the water sector and wish to raise a whistleblowing complaint about improper practices by your company:

• Please read our whistleblowing guidance to understand:
  • What matters can be raised
  • Protections for whistleblowers
  • How we handle information you provide

To submit a whistleblowing complaint:

• Complete the form below.
• You don't have to provide your name or contact details, but this information helps us follow up if needed.
• If you wish to remain anonymous, enter “anonymous” in the name field and use anonymous@whistleblowing.com as your email address.

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