Chased Yorkshire Water for over a month - they still haven't acknowledged my complaint. Called CCW for some advice and help with the complaint. Spoke to someone called Rahman, zero interest... Se mer
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CCW were efficient, knowledgeable, friendly and courteous. They acted straight away to get Southern Water to listen to my complaint and followed up two days' later to see how they could help further... Se mer
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What should have been a simple account transfer moving house turned into 9 months of hell dealing with Southern Water. Even their complaints team got it wrong and I had to lodge 3 separate complaints... Se mer
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I’m really disappointed with the service I received from CCW. My complaint dragged on for four months, during which I was repeatedly passed from one person to another without any clear progress. I h... Se mer
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Företagsinformation
Skrivet av företaget
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.
Kontaktuppgifter
Storbritannien
- ccw.org.uk
3,4
Medel
331 omdömen
Har besvarat 100 % av sina negativa omdömen
Svarar vanligtvis inom 24 timmar
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My complaint was resolved by a very…
My complaint was resolved by a very helpful advisor (Philip) who contacted the company directly. His intervention resulted in an apology and some compensation for the extremely poor customer service from the water company in question.
23 april 2026
Omdöme utan inbjudan
Svar från CCW
Thank you very much Simon for leaving your review. I am really pleased to read about how Philip was able to help you, and also managed to achieve an outcome from your company. Regards.
Waste of time
I’m really disappointed with the service I received from CCW. My complaint dragged on for four months, during which I was repeatedly passed from one person to another without any clear progress. I had to do a lot of chasing myself, and there were several instances where promised callbacks never happened.
Throughout the process, it felt like everything Thames Water said was simply accepted as fact, with little effort to challenge or properly investigate the issues I raised. This experience has left me questioning how independent CCW really is supposed to be, as I didn’t feel fairly represented or supported at all.
20 april 2026
Omdöme utan inbjudan
Svar från CCW
Hi Chris, Thank you for taking the time to leave your review. We value consumer feedback and use it to improve our service.
I am sorry to hear that you were disappointed with the support you received. I understand how frustrating it can be when a complaint takes a long time to resolve, communication does not meet expectations, and the outcome is not what you hoped for. This is not the experience CCW aims to provide.
During your wait, our team would have been actively gathering and reviewing information from the water company. However, I acknowledge that the process took too long and that being passed between different colleagues, along with missed callbacks, would have added to your frustration. I apologise for this.
CCW acts as an independent advocate for consumers, but we do not have enforcement powers. While we can challenge a water company and request evidence, we cannot require action where evidence is unavailable or the company’s position is assessed as fair and reasonable. In these situations, we aim to be open and honest about a consumer’s position. I am sorry that this did not feel supportive in your case, best wishes CCW
Resolved a frustrating experience
What should have been a simple account transfer moving house turned into 9 months of hell dealing with Southern Water. Even their complaints team got it wrong and I had to lodge 3 separate complaints. Although CCW admit they have no power to force a resolution each time they got involved by contacting SW on my behalf it got them to respond after ignoring me. This eventually led to the correct resolution of my issue.
10 april 2026
Omdöme utan inbjudan
Svar från CCW
Hi, Thank you for taking the time to leave your kind review, it is truly appreciated. I’m sorry that you experienced a prolonged journey with your water company. However, CCW were pleased to be able to help and were clear about the support we could provide. We are pleased that, after successfully contacting your water company, our actions led to a positive resolution for you, best wishes CCW
It was easy to contact CCW and you…
It was easy to contact CCW and you feel, you have being listened to.Customet service is great and very supportive. Easy reachable and great support given.
17 april 2026
Omdöme utan inbjudan
Svar från CCW
Hi, Thank you for your kind review.
Our aim is to be accessible to everyone, to take the time to truly listen, and, even when we are unable to help directly, to always offer advice and guidance where we can. I’m pleased to hear that you felt heard and supported throughout your time with CCW
From my first contact with Customer…
From my first contact with Customer Service Advisor OS - she made me feel heard and respected, timeframe for my complaint was appropriate and the outcome was better than expected, this was due to the hard work and dedication of OS
19 januari 2026
Omdöme utan inbjudan
Svar från CCW
Hi Sharon,
Thank you for leaving such a lovely review for your advisor. I’m really pleased to hear that your journey with CCW made you feel listened to and respected. It’s great to know the advisor was able to clearly explain the timelines and support you throughout the process, resulting in a positive resolution, best wishes CCW
Great service
Angie from CCW dealt with my case and was super helpful, kept me informed and got the outcome I wanted.
14 april 2026
Omdöme utan inbjudan
Svar från CCW
Hello Kirsten and thank you very much for taking the time to leave your review. It is great to hear how pleased you were with Angie and how she was able to help achieve the outcome you wanted. I will make sure she is made aware of your kind words about her. Regards.
Excellent service from start to finish
Excellent service from start to finish. After literally years trying myself to get Waterplus to reverse late payment charges on late payment charges that should never have been charged to us in the first place Angie at CCW took on our case and resolved it with them swiftly to our satisfaction.
16 april 2026
Omdöme utan inbjudan
Svar från CCW
Hello there and thank you so much for your 5 star review. It really is very much appreciated. I am really pleased that CCW were able to help resolve your complaint as well as achieve an outcome you were satisfied with. This is great news! Thanks again and Kind Regards.
Waste of time - shut it down
Chased Yorkshire Water for over a month - they still haven't acknowledged my complaint.
Called CCW for some advice and help with the complaint.
Spoke to someone called Rahman, zero interest in the complaint, didn't know what he was doing, sounded like he was half asleep and couldn't be bothered.
As usual CCW are useless.
A water company can do whatever it likes to its customers, with 'the independent voice for water consumers' (CCW) providing no help as usual.
15 april 2026
Omdöme utan inbjudan
Svar från CCW
Hello Michael. Thank you for the review. Sorry to read that you feel you haven't received any help or a good level of service from CCW.
The details you have mentioned about your phonecall to CCW are concerning. In order to look into this further, I will need some more information from you.
Please can you please provide your full name and CCW reference number if you have one, as well as the time and date of the call you made, and the number you called CCW from. You can e-mail this to trustpilot@ccwater.org.uk and then I can ask somebody to look into this.
I apologise again that you haven't received the level of service we would hope to provide.
Regards.
I just wanted to take a moment to…
I just wanted to take a moment to sincerely thank Phillip for his support in resolving my water issue.
I had been dealing with a matter with the water company from 2021 to 2026, and it was an extremely frustrating experience. I felt as though I was being constantly passed around without any real resolution, and it became very overwhelming for me over time.
After reaching out to CWC, I’m truly grateful that the situation was finally brought to a resolution. I really appreciate the time, effort, and support provided throughout the process.
Thank you once again for helping me get this matter sorted.
CWC/ Phillip your assistance means a lot.
10 april 2026
Omdöme utan inbjudan
Svar från CCW
Hello Kelly and thank you for taking the time to leave your review.
I am really pleased to read that CCW were able to help you, and also achieve an outcome to your complaint. Your kind words are appreciated, and mean a lot to us.
I will ensure that Phillip gets to hear what you have said. Many Thanks again.
Kind Regards.
So glad CCW were there to help. What a great service!
CCW were efficient, knowledgeable, friendly and courteous. They acted straight away to get Southern Water to listen to my complaint and followed up two days' later to see how they could help further. What a great service! These water companies, as monopolies give customers nowhere to go so they can't vote with their feet (as you would do an energy company). The quicker these companies are brought into public ownership, the better!
15 april 2026
Omdöme utan inbjudan
Svar från CCW
Thank you so much for leaving your review Dr Heath. I am very pleased to read how happy you are with the service we were able to provide. I will definitely make sure your Advisor gets to see what you have written, and I am glad CCW was able to help you. Regards.
it wont accept me or listen to my…
it wont accept me or listen to my complaint its just like united utilities and water plus only interested if i am praising them the site will not accept my name either
14 april 2026
Omdöme utan inbjudan
Svar från CCW
Hello Mr Cooper. I am sorry to read that you have experienced difficulties with the CCW website accepting your name. If you haven't been able to submit a complaint through the portal on the CCW website, complaints can also be submitted to CCW by phone on 0300 034 2222, or in writing to CCW, 23 Stephenson Street, Birmingham, B2 4BH. I would check you are using the most up to date web browser and try clearing your browsing history and website data/cache on the device you are using, and and then try to submit an application again. I hope one of these options works for you. Regards.
CCW and Thames Water complaint
Angie kept us informed throughout the process and we got the resolution we were hoping for. That is the reason for the 5 stars. We still think that it is outrageous that Thames Water took so long to come to a decent decision. If we had not been so persistent, then nothing would have happened. CCW and Angie were good, but the organisation has no actual teeth, and cannot compel the water companies to act fairly. This is of course not Angie’s fault and she was great - despite the constraints of her position.
10 april 2026
Omdöme utan inbjudan
Svar från CCW
Hi Guy and thank you for leaving CCW a 5 star review. I am pleased we were able to help achieve the outcome you were looking for. It is also nice to read how pleased you were with Angie, and I will make sure she gets to see what you have said. Kind Regards.
how-is-ccw-funded
how-is-ccw-funded
how-is-ccw-funded
CCW costs 36.8p for each bill payer in England and Wales.
CCW is funded by water customers through a charge by Ofwat to water and sewerage companies in England and Wales.
Further information can be found on the CCW website
through their advice-and-support section.
How ironic that one incompetent quango fund another, from the reviews of CCW, they are an equally incompetent organisation.
Update 15/04/2026
Thank you for your reply.
I note that you have failed to provide an answer to what my review stated about the way you are funded.
Update 23/04/2026
Their lack of reply is deafening.
3 april 2026
Omdöme utan inbjudan
Svar från CCW
CCW Update 27/4/26:
Thank you Pete for your continued edited reviews. To confirm, CCW is funded by water customers through a charge made by Ofwat to water and sewerage companies in England and Wales.
This charge is then passed to Defra (Department for Environment, Food & Rural Affairs) and then CCW draws its funds through grant-in-aid from Defra.
I hope this helps explain further.
Hello Pete. Thank you for taking the time to use Trust Pilot and leave a review about CCW. CCW is independent of water companies and the regulator Ofwat. Our primary role is to advocate for consumers, helping households and businesses resolve complaints with water companies, while also providing free advice and support and signposting customers appropriately when we are unable to help. CCW is there to ensure that a company reviews a customer's complaint, addresses and answers any points raised, and provides a clear position. At CCW we do not hold any legal powers and cannot force a company to take any particular action and need to use a customer's evidence and information to challenge the company with. Not everyone is always going to agree with the outcome, replies or answers from the company or CCW. Regards.
Mike Green the investigator was the best!
Mike Green the investigator was awesome. He was so professional, understanding, kind and compassionate in how he handled our complaint and kept us informed at every stage.
I would add that one thing that would really enhance this service is, if CCW were given legal powers, to really hold these water companies to account!
Thank you again Mike, your support was invaluable.
27 mars 2026
Omdöme utan inbjudan
Svar från CCW
Hello. Thank you for leaving your review and taking the time to share your experience of dealing with CCW on Trust Pilot. Your kind words about Mike are very much appreciated, and I will make sure he gets to see what you have said. Thanks Again. Regards.
Claim against Yorkshire Water
I had an issue with Yorkshire Water and their contractor which had cost me a substantial amount of money. I endured huge amounts of wasted time and it took many months of constantly chasing responses (due to YW missing every self imposed deadline) to exhaust both parts of their complaints procedure before being referred to CCW. Zahed was extremely helpful and supportive but couldn't get the resolution I wanted as CCW cannot make financial awards against a water company, something I did not realise was the case. He then pulled large amounts of evidence together to put forward to the arbitrator which produced the desired outcome. Zahed was very knowledgeable and put information across to me in a way that made the process seem less daunting which was reassuring. It was such a refreshing change after dealing with YW to have someone who would actually contact me to advise on progress, a revelation after a year of spending hours on the phone to get nowhere. Thank you so much for your support and advice.
5 januari 2026
Omdöme utan inbjudan
Svar från CCW
Hello Jane. Thank you for taking the time to leave your review. It was really encouraging to read how Zahed and CCW were firstly able to achieve an outcome for you, but also how impressed you have been with how we went about it, and provided support throughout the process. I will make sure that Zahed is aware of the review and your kind words. They are appreciated. Thanks again and Regards.
Severn trent water what a nightmare
I had an absolute nightmare with Severn trent water authority. There customer care was diabolical, processes were not followed and their complaints service was non existent. I had water coming into my garden that they did not investigate for several weeks.
I contacted the CCW as my complaint was going for over 7 months. A lady called Olayinka took my case on she was professional, kind, listened to my case and understood my concerns. She kept me informed of every stage. I felt supported throughout. She managed to get my case sorted with STW and got what I requested which was an apology for their service failures.
I would definitely recommend the CCW and I will use them if ever I need to. Top marks for speed, customer service. Well done and thank you
16 juni 2025
Omdöme utan inbjudan
Svar från CCW
Hello Sharon. Thank you for your review about CCW and Olayinka. I am glad that you were pleased with the way that Olayinka dealt with you and your complaint, and also that we could achieve an outcome for you that you were happy with. Your kind words and recommendation are appreciated. Thanks again. Regards.
A huge thank you to Angie Humphries at CCW…
I cannot thank Angie Humphries at CCW enough for the support she gave me during an incredibly stressful and overwhelming situation.
From the very beginning, Angie showed genuine care, patience, and a deep understanding of the impact this issue had on me. What truly stood out was her determination to advocate on my behalf, she didn’t just process my case, she fought for it. Thanks to her persistence, my compensation increased from £90 to £170, which made me feel genuinely seen and supported.
Throughout the entire process, Angie kept me informed, explained everything clearly, and handled everything with such professionalism and empathy. At a time when I felt quite alone dealing with everything, she brought reassurance and clarity, which meant more than I can put into words.
Angie is a true asset to CCW. If all customer service were like this, things would be very different.
Thank you so much, Angie, I will always be grateful for your support.
You made a difficult situation feel manageable, and that meant everything.
26 mars 2026
Omdöme utan inbjudan
Svar från CCW
Hello Rishika. Thank you for your review and for sharing your experience of CCW on Trust Pilot. Your review means a lot and I am really pleased that Angie was able to help you in the way she did, and also that she managed to achieve a good outcome for you. Your kind words won't go unnoticed, and I will definitely make sure that Angie is aware of what you have said. Thanks again and Kind Regards.
CCW Advisor
My advisor, Michael, was professional, friendly and extremely helpful. He explained the process and was supportive throughout.
23 mars 2026
Omdöme utan inbjudan
Svar från CCW
Hello TC and thank you for the review about your Advisor Michael. I am pleased that you felt you were helped and supported by him and I will certainly pass on your kind words. Thanks again. Regards.
Pointless
CCW refused to intervene, alleging that they simply are "unable to force a water company to do anything they are not willing to do", even when water companies act unfairly and breach the law (Water Industry Act 1991, the Consumer Rights Act 2015, Ofwat Charging Rules, and Standards of Conduct). What's the point in CCW then? Furthermore, the Water Redress Scheme WATRS transferred its responsibility of reviewing escalated complaints to CCW in December 2023. So, CCW simply refuses to take on their new responsibility and do their job! They didn't even offer me the option of independent adjudication. CCW is nothing but public facade. Allegedly defending consumers, whilst in reality they remain heavily biased towards water suppliers, even when their conduct is unfair or illegal.
23 mars 2026
Omdöme utan inbjudan
Svar från CCW
Hello Luis and thank you for leaving a review about CCW. I am sorry that on this occasion CCW wasn't able to help you. CCW is independent of water companies and the regulator Ofwat. Our primary role is to advocate for consumers, helping households and businesses try to resolve complaints with water companies while providing free advice and support. CCW is not a legal organisation, or an Ombudsman, and cannot determine legal or regulatory breaches where Ofwat may have the power to determine the outcome. CCW have not taken over from WATRS for reviewing escalated complaints. This is undertaken as part of Alternative Dispute Resolution or ADR whereby CCW manages the Adjudication process so the Customer doesn't have to. CCW is not responsible for those decisions. The CCW website shows the kind of complaints we cannot help with here:
https://www.ccw.org.uk/advice-and-support/make-a-complaint/complaints-we-cant-help-with/
and the ADR information is here:
https://www.ccw.org.uk/advice-and-support/make-a-complaint/alternative-dispute-resolution/
Not every complaint is suitable or in scope for CCW or Adjudication, however where it isn't, we will do our best to try and signpost you to the best organisations who may be able to help. Regards.
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