Review Time
Baba provided a friendly and caring service, trying to understand in depth the problem I had with Thames Water and supporting me in each step till resolution. His kindness and professionalism it’s a real gem. Very satisfied about the service he provided
We had a little bit of a wait to be connected to a CCW case worker but once we had one he has been absolutely fantastic, extremely polite, professional and helpful. Philip helped us to achieve our desired resolution with Severn Trent Water and advocated extremely well on our behalf with persistence and dedication.
CCW were calm, professional, and genuinely helpful throughout my complaint with Thames Water. After months of going in circles directly with the company, CCW stepped in, reviewed the full timeline, and dealt with Thames Water on my behalf. They communicated clearly, set realistic expectations, and achieved a fair outcome — a reduced and more reasonable payment plan. No drama, no posturing, just competent consumer advocacy. A reassuring example of how an independent body should operate.
Having a dreadful experience with Norhumbrian Water, which had gone on for months until I reached out to CCW to aid me with my complaint. Have been working with Philip Edwards Support Team Adviserfor a few weeks, who promptly contacted Northumbria Water on my behalf, after patiently listening to my issues. I have a disability and felt this was also taken into account and I was treated very respectfully. The issues were presented to NWL, who for the first time promptly responded in detail and a quick resolution was offered, resolving the issues I had faced. Philip from CCW was so polite, friendly, I felt listened to and supported for the first time which made all the difference. Can't thank him enough, for his and CCW's support.
I had been in a stuttered dialogue over a costly leak with Thames Water since the beginning of December 2024. Thames Water stated they had exhausted my complaint and referred me to the CCW to take this further. Whilst I still need the help of CCW to acquire answers to a couple of queries I have, they were instrumental in resolving a Leak Allowance calculation as I had assessed Thames Water had got theirs wrong. I was able to arm the CCW with relevant information and their representation in my behalf, following helpful telephone discussions and emails, resulted in Thames Water going back to the drawing board to re-calculate the figures which they provided to the CCW and which I checked and calculated to be correct. In short, Thames Water chose to deal with CCW in preference to me and CCW came up trumps.
CCW seem not to have any teeth whatsoever and I wouldn't waste your energy. The whole process is drawn out and ccw go along with Water company , I would not recommend that other customers use ccw , a complete waste of time as all they basically do is get your side of the story then get confused about it all and get the water companies side of the story and agree with it and that's it
Thank you for your reply.I appreciate that CCW may not have the power to force water companies to act. However, the purpose of CCW is to advocate for consumers and ensure complaints are fully investigated. In my case, this did not happen.Despite clear evidence of overcharging spanning 20 years, CCW accepted the water company’s decision to reimburse only five years without providing a proper explanation or challenge. No independent assessment was carried out, and no meaningful support was offered.A public body whose role is to support consumers should ensure accountability, transparency, and fairness. Unfortunately, in this case, that did not occur.
I have been Battling back and forth for 2 years for our clearly most entitled compensation payment from Severn Trent water due to chaos myself and my family have been through regarding STW waste pipeline. After not getting much luck myself I than contacted CCW and my case was handled by Mrs Deborah Ford, for 1 year Deborah tried her best to liaise and get a reasonable agreement with Severn Trent but they were being very difficult to deal with and was refusing to accept fault and refusing to compensate me for my loses after all of the concrete evidence was provided to them. Deborah was amazing I wholeheartedly appreciate everything Deborah did for me. After not getting much of a positive response from Severn Trent my case was elevated to ADR Expert Advisor ( Mrs Candice Billing ). Candice had a read through the documentation I provided with my supporting evidence and Candice insisted to try liaise with Severn Trent water one final time I personally thought Candice is wasting her time and she wouldn’t be able to negotiate with Severn Trent to reach a agreement but after 3 weeks of waiting I was shocked to receive the amazing news from Candice that Severn Trent have FINALLY accepted to compensate for my losses incurred on me and Severn Trent offered an additional £120 good will gesture. I can’t believe how in such a short period time Candice was able to achieve such an amazing outcome in my case i can not Thank Candice enough for her amazing work Candice professionalism is at its highest peak and it’s unmatchable . I actually lost faith on achieving a positive outcome in my case and Candice truly changed this all in matter of weeks I am very pleased with the result. Thank you so much Candice I am forever grateful for everything you have done for me I hope CCW recognise they have an absolute Gem 💎 in the Building.
After having received a very poor service from Dwr Cymru, CCW took up my case for me in a very professional and caring way. Despite the outcome of adjudication not being good and despite untruths on the part of the water company, the way CCW dealt with my case was exceptional.So well done them
I don’t feel listened to by CCW. It seems yorkshire water can claim whatever charges they like. They haven’t justified their charges at all. I had hoped CCW would help, instead they seem to take copy and pasted figures as facts. “You must owe this because that’s what yorkshire water say”They haven’t assessed the situation fairly or objectively whatsoever.They have allowed Yorkshire water to bulldoze a vulnerable adult.Nice. Thanks for the help.
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At CCW, we provide a free independent review for consumers who can’t resolve complaints directly with their water company. We look at how well the company has handled your complaint. You can make a complaint to us once you have completed stage one and two of your company’s complaint process and have been referred to us. If we find the company at fault, we’ll recommend actions they should take. We can negotiate but can’t enforce decisions or penalties. Some complaints we can’t help you with. For more information about this visit our website. https://www.ccw.org.uk/advice-and-support/make-a-complaint/complaints-we-cant-help-with/
We may share Trustpilot reviews on social media, they will be anonymised for privacy.
Yn CCW, rydym yn darparu adolygiad annibynnol rhad ac am ddim i ddefnyddwyr na allant ddatrys cwynion yn uniongyrchol gyda'u cwmni dŵr. Edrychwn ar ba mor dda y mae'r cwmni wedi ymdrin â'ch cwyn. Gallwch wneud cwyn i ni unwaith y byddwch wedi cwblhau cam un a dau o broses gwyno eich cwmni a chael eich cyfeirio atom. Os canfyddwn fod y cwmni ar fai, byddwn yn argymell camau y dylent eu cymryd. Gallwn drafod ond ni allwn orfodi penderfyniadau na chosbau. Rhai cwynion na allwn eich helpu gyda nhw. I gael rhagor o wybodaeth am hyn ewch i'n gwefan. https://www.ccw.org.uk/advice-and-support/make-a-complaint/complaints-we-cant-help-with/
Efallai y byddwn yn rhannu adolygiadau Trustpilot ar gyfryngau cymdeithasol, byddant yn ddienw am breifatrwydd.
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