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Make a complaint

If you want to make a complaint, please contact Customer Service by calling 01202 590059.

Alternatively you can write to us at:
Bournemouth Water
George Jessel House
Francis Avenue
Dorset BH11 8NX

If you are not satisfied with the way your complaint is dealt with, you can contact the Consumer Council for Water (CCWater)

Tel: 0117 9557001

For more information, please see the booklet How we handle customer complaints – code of practice

If you remain dissatisfied following CCWater’s efforts to resolve your complaint, you have the right to refer your complaint to the Water Redress Scheme known as WATRS*.

You can make an application, free of charge, via WATRS website or you can ask for an application form to be sent to you Guidance notes are available on the website or you can ask for a copy to be sent to you by telephoning 0207 520 3801. Their address is:

Centre for Effective Dispute Resolution
International Dispute Resolution Centre
70 Fleet Street

* WATRS is a voluntary alternative dispute resolution scheme to help address the very small number of customer complaints that remain unresolved.  WATRS, is designed to provide an independent, impartial and easy to use alternative to going to Court or a Tribunal.

We have signed up to the scheme's commitments which are set out below. A full copy of the Scheme Rules can be found here.

  1. Commitment to provide WATRS free of charge to customers;
  2. Commitment to support the principles set out in the ADR Specification;
  3. Commitment to respect the independence of WATRS
  4. Commitment to be bound by decision of the WATRS’ adjudicator if accepted by customer and to implement decision as required by Scheme Rules;
  5. Commitment to co-operate with and have due regard to the recommendations of the ADR Panel
  6. Commitment to provide accurate and reliable information to  and co-operate with the  WATRS’ adjudicators;


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