Guides › Energy and Water Bills › What Is the Consumer Council for Water?
What Is the Consumer Council for Water?
The Consumer Council for Water (CCW) takes up water complaints for free once you have a final response from your water company, or 8 weeks have passed since you first complained. Since August 2026, unresolved complaints should also be referred by the company to its independent adjudication service.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
The Short Answer
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
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.
- 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
Complain to your water company in writing.
Step 2 of 4
Ask for a review if you are still unhappy.
Step 3 of 4
After a final response or 8 weeks, contact CCW with your evidence.
Step 4 of 4
If still unresolved, ask the company to refer you to its adjudication service.
(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.
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
- questions-statements.parliament.uk/written-questions/detail/2026-08-28/22238 Checked 12 October 2026