Review Time
Thames Water had made mistakes with our account and seemed organisationally incapable of engaging with us. It was only when we contacted CCW did we actually get answers. It was relatively straightforward to contact CCW, and they kept in touch throughout the process. Without CCW’s involvement I’m fairly sure that Thames Water would still be ignoring us.
Ella Wedgwood at CCW has been exceptional in supporting me with my complaint to TW. She has been incredibly kind, patient, and approachable throughout the process, always taking the time to explain things clearly and ensure I felt supported. Alongside her warmth and understanding, Ella is highly professional and extremely knowledgeable, giving me confidence that my complaint was being handled properly. She has made what could have been a very stressful situation much easier, and she is a real credit to CCW.
I don’t feel listened to, there were 3 main things that were done by South East Water that were illegal…1. Miss sold insurance with Homeserve2 .Issued with a W4 when I wasn’t at the property (with the wrong address on), the W4 is a legal document that should have been given to me personally and several checks in the house should have been done.3. I was never sent the recorded conversations that I had with South East water even though I asked for them several times and it is a legal requirement.I reported the leak on July 11th and they didn’t return to confirm it was my leak until 26th July so lots of water was wasted and they thought they were doing me a huge favour paying for this water and that it was part of my compensation even though the water loss was their fault. The CCW didn’t seem to think this was important How can this company get away with not fulfilling legal requirements? I’m amazed and shocked by the lack of support and lack of proper representation by CCW.
Great experience with Baba who offered up his time trying to resolve my complex issue.He went out of his way trying to find the solution by sharing his knowledge/ the information I needed, so he could better understand my problem. Baba’s authenticity puts people at ease right away as he shows such a great understanding of disappointed customer's needs. He actively listen to what client’s needs are and how best to meet them while always being customer focused and at the same time professional and following Company’s policies and procedures. Thanks
The CCW representative carefully took details of our complaint and progressed it through. She achieved more than I had been able to and now consider that matter has been very fairly dealt with thanks to the representatives knowledge and attitude. Do use this consumer body to ensure you get a fair result.
I was referred to CCW by my supplier Castle Water, regarding over charging of water to my business of some £6000 over 4-6 months. As a consequence, we have the same bill for sewage. Castle Water seemed quite happy to refer me to the regulator and having had CCW's response, I see why. CCW have just regurgitated the responses from Castle Water and have made no logical challenge to how on earth, a small business can be charged such astronomic amounts for a company with 5 staff, 3 toilets, 3 sinks and an outside tap!Unless you have cast iron evidence to present, CCW seem not to have any teeth whatsoever and I wouldn't waste your energy.
I had raised a complaint to Thames Water (with multiple chaseups over many months) who handled it ineptly without bothering to fully understand the case. I then referred the case to CCW.I got a quick acknowledgement from CCW. The case officer assigned listened to ensure they understood the complaint properly. They then followed it up with Thames Water with detailed questions, which were responded to. I was never able to get such a response from Thames Water directly. The case was subsequently resolved, with compensation paid. Thames Water performed poorly. However CCW were very helpful in being able to facilitate a resolution to my case. If CCW were not there, customers with complaints that Thames Waters chooses to ignore would have few options.
I have seen the negative reviews and I am actually very surprised. My experience with CCW has been brilliant and I wish to give special to thanks to Philip as his service was excellent. I have had a problem with Severn Trent for months and he got further in 5 minutes than I have in months of ignored communication from my water company. My confidence is high that if I should need their help again in the future that my experience will be the same.
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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/
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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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