Complaints about water and sewerage services

Most water and sewerage services for domestic households are provided by Scottish Water. 

If you’re not happy with the water and sewerage services in your home then you should complain to Scottish Water.

Some households have a private supply. If you have a private supply then you should complain to your water and sewerage provider.

Domestic customers served by Scottish Water

If you have a problem with your water or sewerage services then you should contact Scottish Water.

You can contact them by phone, email or through Scottish Water’s online portal.

If you're unhappy with the response by Scottish Water, you can escalate the problem to the Service Review Team.

There is information about making a complaint and escalating your complaint on the Scottish Water website.

If you're not happy with Scottish Water's response

If you have raised a complaint with Scottish Water and escalated it to their Services Review Team but still aren’t happy, you can contact the Scottish Public Services Ombudsman (SPSO).

The SPSO can look into how Scottish Water has handled your complaint. It can’t look into problems from over 12 months ago or a problem you've taken legal action about.

There is more information about how to contact the ombudsman on the Scottish Public Services Ombudsman website.

Complaints about public water and sewerage charges

If your complaint is about water and sewerage charges on your council tax bill you will need to contact your local council.

Domestic customers served by a private contractor

When you've used a private contractor for water or sewerage services, for example to desludge your septic tank or clear a blocked drain, you should have a contract with it for these services. The contract may be on paper or a verbal agreement.

Under consumer law, you have contractual protection for the service you received.

Non-domestic customers

If you're a non-domestic customer, like a business, you should raise a complaint with your water and sewerage provider.

You can complain to the Scottish Public Services Ombudsman if you remain dissatisfied.

There is more information about how to complain about your water and sewerage provider on the Scottish Public Services Ombudsman website.