How to complain

If you have a complaint about your bill or wastewater service, please complete this form or get in touch.

Our contact details are:
Email to accounts@countywater.co.uk
Phone: 0333 3208 656
Address: 52 Camp Road
Upper Heyford
Bicester
OX25 5HD

We’re committed to providing all our customers with an excellent service. If something’s gone wrong, please contact us.

You can nominate someone to speak to us on your behalf if you prefer. We’ll just need you to give us permission to share your information with them.

If you appoint a solicitor or land agent, we'll be happy to liaise with them, but we can’t be responsible for any costs incurred.

Resolving the complaint
We’ll work with you to resolve your complaint within eight weeks. If there’s ever a delay, we’ll let you know why, when it’ll be resolved and when we’ll contact you again.

How to escalate the complaint
You can ask for your complaint to be reviewed if you’re not happy with the response we’ve given you, or we haven’t responded to you within the timescale we promised. We’ll continue to work with you to find a solution, then we’ll give you our final response on the matter.

If you’re not happy with our final response or it’s been more than eight weeks since you first complained, you can contact CCW for help. Please note CCW won’t normally be able to assist you until we’ve investigated the complaint.

When will you hear back from us
We’ll get back to you as quickly as we can. If that’s not straight away, we’ll let you know how long our response will take. The whole process shouldn’t take more than eight weeks.
If you’re not happy with our reply or you need further help, you can call or write to us and ask for your complaint to be escalated.
If you’d like to nominate someone else to manage your complaint for you, we’ll just need your permission to share the details first.

If you’re not happy with our final resolution, your issue is over eight weeks old, or you want some free trusted, independent advice please reach out to CCW. This independent body can represent your complaint for you providing you’ve already been through steps 1 and 2 in this leaflet.
CCW, London & South East 23 Stephenson Street, Birmingham, B2 4BH 0300 034 2222 ccwater.org.uk/contact-us

The small print: If you need us to chat to your solicitor or land agent about your complaint, we can’t be responsible for any costs incurred. We may need to pass your details on to colleagues or partners working on our behalf. Find out how we use and protect your personal data at countywater.co.uk

If you are struggling to pay your bills

We can offer help with the schemes below as well as payment plans. If you wish to discuss a payment plan to spread the cost of your bill or if you have any other queries, please contact us via email on accounts@countywater.co.uk or dial 0333 3208 656.
There are three schemes to support customers set out below. Further details can be found on our website here https://www.countywater.co.uk/accounts/help-paying-your-bill

1. County Water Sewerage Support Scheme (CWSS)
This scheme is aimed at County Water customers whose sewage bill is more than 2.5% of their income. This is typically a net household income of less than £12,000 p.a. for an average annual bill of approximately £320 p.a. If you are eligible, you will receive a 50% discount on your bill. The discount will take effect from the beginning of the charge period in which the application is approved. Your eligibility status will be reviewed annually.

2. WaterSure
WaterSure is an alternative tariff option that is offered to household metered customers who meet a specific criterion. The tariff ensures that your metered bill is capped at a fixed annual charge. The WaterSure Tariff will take effect from the beginning of the charge period in which the application is approved, and it must be renewed annually.

3. Priority Services Register
We all need a helping hand from time to time, and we’ll always do our very best to help you. We want to make sure you can easily access all our services and read the information we send you. Please get in contact to let us know how we may be able to help you.