How to Complain to Thames Water
Step by step: where to complain, what to say, and where to go if Thames Water does not put it right.
Consumer Protection UK is independent and is not connected to Thames Water. This guide uses information published by Thames Water and by the schemes named below. All product names, logos and brands are property of their respective owners.
- Where to complain
- Thames Water official complaints page (opens in a new tab)
Thames Water's 'How to make a complaint' page offers separate routes for bill and account complaints and for water or wastewater complaints. It says it aims to resolve complaints within eight weeks. - If it is not resolved
- Consumer Council for Water (CCW); then WATRS (Water Redress Scheme)
- When you can escalate
- After the company's final response letter or verbal confirmation, or after 8 weeks without resolution, you can take the complaint to CCW; WATRS is the later step if still dissatisfied after complaining to both the company and CCW
- Checked
- 2 October 2026 (company pages and scheme websites). Rules and pages change, so check the official page before you rely on this.
Good to know: Water companies are not covered by an energy or telecoms ombudsman. Complaints go to the Consumer Council for Water (CCW) first, then the Water Redress Scheme (WATRS) if still unresolved.
What to Do, Step by Step
- Gather your evidence. Order or account number, dates, receipts, screenshots, emails and what was said on calls.
- Complain in writing using the route above, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
- Keep a record. Note dates, names and reference numbers of every contact. Use email or a form where you can, so you have proof.
- Ask for a final response if you are not getting anywhere, then follow the escalation route above.
- Use other routes if they apply. If the company does not fix it, take it to the free ombudsman or ADR scheme named above. Your bank or card provider may help if you paid by card (Section 75 or chargeback). The Citizens Advice consumer service gives free advice and can pass a report to Trading Standards.
Useful to Know
- Take meter readings and photos, and keep your bills.
- Ask for a complaint reference.
- If the supplier is at fault for a back-bill, you should not normally be charged for energy supplied more than 12 months before you were told about the error.
- If you are struggling to pay, tell them early and ask about support. Do not ignore it.
Want help? If you would like one of our team to look at your complaint, our initial case review is free. Start your case. We cannot guarantee any outcome and do not give legal advice.