Complaints procedure

We hope you never have to complain

But if you do, we’ll get back to you as quickly as we can.

Occasionally we get things wrong, please tell us so we can put them right. Simply phone us on the numbers below and we’ll try to resolve the matter right away. 

Nature of complaint	Telephone number
For billing or charges complaints (without water meter	0845 746 1100 If you have hearing or speech difficulties, please dial 18001 before the number.
For billing or charges complaints (with water meter)	0845 746 2222 If you have hearing or speech difficulties and use a textphone, please dial 18001 before the number.
For water and wastewater services complaints, including leaks	0845 746 2200 If you have hearing or speech difficulties and use a textphone, please dial 18001 before the number.

Write to us – and we’ll get right back to you

Complete our contact us form or write to us at: United Utilities, PO Box 453, Warrington, WA55 1SE

Call in and see us!

If you’d like to speak to someone face to face about your complaint, you can pop into one of our offices. We’ll do our best to sort your complaint out for you right away. If you make an appointment with us before you visit, we’ll be able to investigate what went wrong and find a solution before you arrive. If we can’t fix the issue there and then, we’ll explain what needs to be done. We’ll also arrange for someone to contact you with a response within 10 working days.

Complaints process

If we can’t deal with the matter over the phone, we’ll ring you back within one working day – and if we can’t give you a full reply within one working day, we’ll ask you if you’d prefer a written reply. If you do, we’ll write to you within 10 working days of first hearing from you.

For further information, see our complaints procedure

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