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Water Bill Too High: How to Complain
Start by telling your water company what is wrong with your bill. If it 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). If you are still unhappy, ask for a review, then go to the Consumer Council for Water, which is free.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Complaining to Your Water Company
Tell the Water Company First
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
Ask for a Review
If you are still unhappy, ask the company to escalate your complaint to a review. It should respond within another 10 working days. source
Account Queries
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
If It Is Not Sorted
Consumer Council for Water
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
New Referral Rule
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
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 10 working daysWater company reply at each of its two stages10 working days
- 8 weeksWater complaint to the Consumer Council for WaterAfter a final response, or 8 weeks from your first complaint
Steps to Take
Step 1 of 4
Check the bill against your meter reading or past bills, and note what looks wrong.
Step 2 of 4
Write to your water company and keep a copy with the date. Our free letter templates can write it for you.
Step 3 of 4
If it does not reply within 10 working days, ask for your Guaranteed Standards Scheme payment.
Step 4 of 4
If you are still unhappy, ask for a review. After a final response, or 8 weeks, go to the Consumer Council for Water.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Water Company's Complaints Team
Always start here, in writing, then ask for a review if needed.
Consumer Council for Water
After a final response, or 8 weeks after your first complaint.
Your Water Company's Independent Adjudication Service
If still unresolved, ask the company to refer you. A new Water Ombudsman is planned but has no launch date.
Good to Know
Small things that make your complaint stronger.
Put your complaint in writing: the 10-working-day payment applies to written account queries and complaints.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- ccw.org.uk/advice-and-support/make-a-complaint Checked 12 October 2026
- ccw.org.uk/faq/what-standards-are-guaranteed-by-water-and-sewerage-companies Checked 12 October 2026
- questions-statements.parliament.uk/written-questions/detail/2026-08-28/22238 Checked 12 October 2026