Thames Water Complaint and Compensation

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. source

For water, start by telling your water company what is wrong and giving it a chance to fix it. If it does not reply within 10 working days, you may be due a payment under the Guaranteed Standards Scheme. source

If you are still unhappy, ask the company to escalate your complaint to a review. It should respond within another 10 working days. source

You can take your complaint to the Consumer Council for Water (CCW), which is free, once you have a final response (written or spoken) or eight weeks have passed since you first complained. Include evidence such as emails, bills or call notes. source

Per the government in August 2026, unresolved water complaints should now be referred by the water company to its independent adjudication service. A new Water Ombudsman is planned with legally binding decisions, but no launch date has been given. source

The Consumer Council for Water says that if a water company does not reply to a written account query or complaint within 10 working days, you are entitled to a Guaranteed Standards Scheme payment of £40 in England (£20 in Wales), and to an extra payment if that compensation is paid late. source