When you feel that the standards of service you were promised by the water company are not measuring up, you have a variety of different options available to you when it comes to making a complaint.
Naturally, one of the first things that you can do is file a formal complaint with the water company themselves. Normally you’ll find this involves checking their internal policies because they will dictate how you should complain through official channels. However, if you feel that this process takes too long, and you are more than welcome to ring them directly and seek out a resolution that way.
How to Make a Complaint
Now, we appreciate that there is a lot of people who haven’t made a complaint before to a company, and they will be understandably nervous at the prospect of having to do so. However, we would like to try and reassure people that the process is not exceptionally difficult, which is why we’re going to walk you through it here and now, along with some tips on how to complain.
One of the first things that you’re going to want to do is to collect all the information which supports your claim. This can include things like bills, important letters, or photographic evidence that something has not been performing the way you wanted to. From there, it’s just a case of making sure that you have the correct number for contacting people, and that you’re ready to speak to a member of the customer service team. Where possible, always come prepared with a solution to your problem because it makes the whole experience easier for you and the company. It’s a little known secret that the people who work on customer service jobs are still just people to, and all they want to do is get the problem resolved quickly to keep the customers happy and to ensure they don’t have a bad day. They will be much more inclined to work with you if you can show them that you have a solution to the problem, instead of just mindlessly complaining.
It’s important that you always remember to be polite and respectful when it comes to interacting with customer service representatives because this will ensure that they are more inclined to work with you to resolve a problem. If your situation is one which carries on for a long time, then it is worth making a note of a few key details every time you speak to someone. This helps to build up a log of all your communications with the company, which can be exceptionally helpful when it comes to trying to get a resolution or taking your complaint higher.
Can I Escalate a Complaint?
If you have a complaint with the water industry, whether it’s something to do with your water bill or another facet of your experience, and you can’t get anything resolved, you can take it higher.
Once you have established that there isn’t anything more than the company is prepared to do for you, then you can seek out the services of an ombudsman. This is a team of trained professionals who can help you settle your dispute with the company in a calm and organised fashion.
Typically, they aim to resolve a complaint by looking for a water redress scheme. What this is, in essence, a way of resetting your situation back to before you made the complaint when everything was still working. This can mean in some instances that you’re reimbursed for the time and effort you spent into making everything fixable.
So as you can tell, you’ve got quite a few options available to you when it comes to making a complaint about the water. When something doesn’t measure up in the way you want it to, you can understandably become annoyed. However, it’s important to know that you do have options available to you, and making a complaint is not a difficult process so long as you remember to be polite, respectful, and keep a log of things. Something else that you should try and keep in mind is that when you want to take your complaint further, you can. However, you need to make sure that you’ve done everything else first because otherwise, you can find the registering your complaint with the ombudsman can be quite difficult. Despite this, we encourage anyone who wants to take a step up and complain about their services if they feel they are getting the right standard.