Easter break office closure 

We will be closed from 5pm Thursday 17 April 2025 until 10am Tuesday 22 April 2025. You can still submit your complaint via our online form but we will not respond until we reopen.

New Customer Service Standards

We have updated our Customer Service Standards and are looking for feedback from customers. Please fill out our survey here by 12 May 2025: https://forms.office.com/e/ZDpjibqe8r 

Who do you take complaints from?

Any person or organisation who is a member of the public for the purposes of Section 5 (6) of the SPSO Act 2002.  This excludes a number of public authorities, including local authorities.  We can, however, take complaints from any customer of a licensed water or sewerage provider within our jurisdiction.

You can make a complaint on your own, or jointly with someone else but we investigate  specific individual complaints, not petitions or general representations from groups.  We can't take complaints from community councils.

If you want to, you can ask an independent advocate or adviser, an MSP or MP, a friend, relative or neighbour to bring your complaint to us. If you do that, we'll need your written confirmation or consent that you want them to do so.  You can confirm this on our complaint form (online).

Anonymous complaints
It is very unlikely that we could act on an anonymous complaint.  If you are concerned about the implications of making a complaint and want to discuss this with us please contact us.

Updated: December 3, 2018