The lady that dealt with the complaint was very helpful, courteous and knowledgable. She fully appreciated the situation that Yorkshire Water had left us in. The compensation she agreed was agreeabl... Vis mer
Vi bekrefter ikke spesifikke uttalelser siden en forfatters mening er hens egen, men vi kan merke en anmeldelse som "bekreftet" når vi kan bekrefte at det har vært kontakt med virksomheten. Mer informasjon
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Se hva andre synes
We got a positive result, in our claim against Affinity Water. This started back in February this year. Been a long slog, going through all the stages. Excellent job by our claim handler Olayinka So... Vis mer
Selskapet har svart
Absolutely disgraceful, not fit for purpose. These people have zero experience with consumers or customer services. They are untrained, inexperienced, rude and seem to represent the interests of the w... Vis mer
Selskapet har svart
Thank you so much CCW You have been very helpful with a complicated issue with the water authorities. I am glad we had a great outcome.!!
Selskapet har svart
Informasjon om virksomheten
Skrevet av virksomheten
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.
Kontaktopplysninger
Storbritannia
- ccw.org.uk
3,5
Middels
410 anmeldelser
Ingen tidligere historie av å be om anmeldelser
Denne virksomheten har ikke oppfordret kundene i det siste, og anmeldelser er derfor kanskje ikke representative
Har svart på 100 % av de negative anmeldelsene sine
Svarer vanligvis i løpet av 24 timer
Slik bruker virksomheten Trustpilot
Se hvordan anmeldelsene og vurderingene deres innhentes, vurderes og modereres.
Long wait
Not a great experience- thought I would be supported and advised, but felt questions were unanswered and feel somewhat let down. Too much to mention. The star rating speaks for itself.
11. september 2026
Anmeldelse skrevet uten oppfordring
Svar fra CCW
Hello AJ, I am sorry to hear that you have not had a good experience with CCW.
I haven't been able to trace any case details from the information you have provided, and want to be able to look into your concerns further.
If you send your case details including your full name, CCW reference number and contact details to trustpilot@ccwater.org.uk, I can pass this on to the team to address what you have said.
Regards.
Olayinka Sokunbi was really heplful and…
Olayinka Sokunbi was really heplful and managed to resolve my case with Thames Water quickly.
9. september 2026
Anmeldelse skrevet uten oppfordring
Svar fra CCW
Hello Dan, Thank you for leaving a review on Trust Pilot.
I am pleased to read that your adviser was able to help with your complaint, and not only that achieve a positive outcome for you.
Your comments are truly appreciated, and we are grateful for the kind words and 5 Star Review.
Regards.
Severn Trent Water - Will cut your water supply without notice!
Severn Trent Water shut off my water supply without notice, and then claimed (when personally notified) that they did not shut it off. Reached out to CCW, and thankfully met Angie Humphries, who diligently handled the case through to completion; even though Severn Trent dragged their feet, and at times did not keep their word. Thank you Angie Humphries and CCW!
31. august 2026
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Svar fra CCW
Hi There and thanks so much for your review. I was pleased to read that CCW was able to help you and achieve a good outcome for you. I will make sure to pass on your kind words to Angie. Regards.
Is this double standards by CCW.
Is this double standards by CCW.
About a week ago CCW stated:-
From 24 April 2026, the Department for Environment, Food and Rural Affairs (DEFRA) instructed CCW to stop offering independent adjudication as part of its service. Independent adjudication is still available within the water industry in cases that cannot be resolved earlier in the complaints process by the companies or CCW.
CCW does not direct customers to specific adjudication providers or arrange referrals. Responsibility for accessing adjudication now sits with the water companies rather than CCW. They are responsible for explaining the available route, and how customers can proceed.
A few days ago CCW stated:-
Our primary role at CCW is to advocate for consumers by helping households and businesses try to resolve complaints with water companies, while also providing free advice and support.
Under the Water Industry Act 1991, there is a statutory complaints process in England & Wales, and CCW is the organisation tasked with investigating complaints after a customer has exhausted the water company 2 stage process.
22. august 2026
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Svar fra CCW
Hi Pete, Thanks for using Trust Pilot to leave a review. I hope I can clear this matter up for you.
Adjudication is the step after CCW.
When you have exhausted the complaints process with your water company, you can approach CCW who can investigate and advocate on your behalf. We will try and change the outcome of the complaint against the water company to achieve what you told us you were looking for.
After the CCW investigation, if you remain unhappy, you can approach your water company who will direct you to the appropriate Alterative Dispute Resolution provider and you can ask for an Adjudication.
CCW is no longer able to refer or progress cases for adjudication, or support access to the service.
I do not feel this is in any way double standards, and a 1 star review feels harsh.
Regards.
Ccw got the outcome i wanted
Ccw got the outcome i wanted, i contacted them and within several weeks they had a result for me without me chasing them, yorkshire water were horrendous and wouldn’t listen or return my calls in the time scale they said, it was months of telling the same tale it was tedious
Yours happy customer
22. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra CCW
Hello Tina. Thank you so much for your 5 Star Review.
I am pleased that we were able to get you the outcome you wanted, and that you didn't need to keep contacting us for updates. Its great to know that you were happy with the service you received from your Advisor and CCW. Thanks Again for taking the time to use Trust Pilot to share your experience about us.
Regards.
Advocacy service, no real power
Submission takes time and it takes months to get a response. They issued a polite apology for the delay 3days before the response (could have been sooner).
The problem is, Thames Water behaved so appallingly and CCW response was basically ‘Thames water disagree they owe you further compensation’ and I thought ‘I know, thats why i escalated to CCW to get the diabolical service logged, and for recognition that in these droughts, Thames water leave leaks going on for 12months.’ How is the water company not fined for this and instead the public need to pay with increased bills? Why do UK citizens need to put up with this?
Thames Water should be fined for their rubbish service, incompetent call handlers, consistently overcharging customers and lack of interest in repairing leaks in a timely manner. The CCW is an advocacy service that we are forced to use, but it has no power and the government needs to provide something better.
20. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra CCW
Hi Ruba, Thank you for your review about CCW.
I am sorry about the length of time it took to process and deal with your complaint. We are currently experiencing a high demand for our services, which is down to the water companies being unable to resolve their complaints in the first place.
You are correct to say that CCW is an Advocacy service. We are Stage 3 of the Statutory complaints process in England & Wales and our primary role is to advocate for consumers, helping households and businesses try to resolve complaints with water companies, while also providing free advice and support.
CCW is not an Ombudsman or Regulator, and we do not have any legal powers to force water companies to take any specific actions or accept recommendations.
We are sorry that you have not had good service from your water company, however there is no obligation for a water company to make or pay any gestures outside of their policies or scheme of charges, and CCW cannot demand or force a company to do so. If you remain unhappy with the amount that your water company has offered after CCW's involvement, than you can ask your water company how to access the Alternative Dispute Resolution scheme that applies to you and request an Adjudication decision.
As previously mentioned, CCW does not have any powers to fine a water company for leaks, or any other reason. Ofwat is the water industry regulator who can issue fines.
I hope that this explains why we can't help you further.
Regards.
Waste of time and tax payer money
Pointless, toothless, bureaucratic box ticking exercise for the water industry. They do not investigate complaints, they merely repeat back to you what the water company, in my case Severn Trent, tells them. They have a 3 month backlog of cases so do not expect a swift response. To make matters worse they are funded by the payments made to water companies so the public pays the price financially and in terms of poor service. If you have a genuine issue with a water company it would be a sensible option to go straight to your local MP and avoid the CCW because they add no value. **Update on the response to my review: it is clear from the response that they have no power and are ultimately funded by the tax payer. In the spirit of word salad bureaucracy, why use 20 words when you can cut and paste 500, I rest my case.
19. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra CCW
Hello Jimbo and thank you for taking the time to leave your review. I am sorry to hear how you feel about CCW.
Our primary role at CCW is to advocate for consumers by helping households and businesses try to resolve complaints with water companies, while also providing free advice and support.
Under the Water Industry Act 1991, there is a statutory complaints process in England & Wales, and CCW is the organisation tasked with investigating complaints after a customer has exhausted the water company 2 stage process.
We do not have any legal powers to override a company decision, or to force them to accept any recommendations we make. We do use the evidence available to us to challenge companies, however it is not always the case that people will always agree with the outcome, replies or answers.
We are sorry for any delays in dealing with your complaint. We are currently receiving high volumes of complaints into CCW. This is being driven by the sheer number of customers who are still dissatisfied with how their company has handled their complaint.
After CCW, Customer's can contact their company to obtain details about the Alternative Dispute Resolution or Adjudication steps that are available to them.
CCW is funded by water customers through a charge by Ofwat to water and sewerage companies in England and Wales. The charge is passed to Defra and CCW draws its funds through grant-in-aid from Defra.
Thank you again for your review on Trust Pilot.
Regards.
Effiicient Support
Whereas Thames Water was incredibly difficult and obstructive to deal with, CCW got them to act reasonably.
Time has meant that I have had to accept a less than appropriate result but one which is pragmatic under the refereeship of CCW
12. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra CCW
Hi there, and thank you for your review and feedback.
I am pleased to read that CCW was able to help you and change the outcome of your complaint, even though it may not have been the outcome you were looking for.
Regards.
CCW doesn't appear to know what it's doing.
There were considerable delays, a backlog apparently because of staff illness and holidays. The report when it eventually came was confusing, quoted misleading statements by Anglian Water, and ignored photographic evidence. Essentially, the water company run rings round them.
Also note the advice that CCW gives to approach the water company about getting adjudication. This is not true: people can approach the Ombudsman directly. In short, CCW do not know what they are doing and are therefore not helping the customer whom they are supposed to be supporting.
I only add a star because the person I initially spoke to seemed nice and helpful. It all went down from there.
Additional comment about the CCW reply. I have been completely truthful. With regards to my point on being referred back to the water company in order to reach the Ombudsman, here is a quote in writing from a CCW official called David McConn:
"You may wish to ask Anglian Water for details of how you can take your complaint to an independent adjudicator for judgment." (I did, and Anglian did not provide this.)
6. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra CCW
Hello Cole and thank you for leaving your review.
I have looked through your case file and can see that you were advised of a timeframe when your case would be allocated to an Advisor. Due to the high number of complaints we are currently receiving, it is taking us a lot longer to deal with them that we would like. This is not down to illness and holidays, and can find no record of us telling you this.
Your Advisor told you he was going away, so wouldn't be able to update you if there was a response from your company and you agreed on a timeframe. We sent you a list of challenges we were making on your behalf and you didn't raise any issues or question them.
Based on the information you and your company provided, CCW contacted you with an outcome and provided details of next steps you can take if you were still unhappy. This was confirmed in a telephone call, and you were sent further information about adjudication again in writing.
From 24 April 2026, the Department for Environment, Food and Rural Affairs (DEFRA) instructed CCW to stop offering independent adjudication as part of its service. Independent adjudication is still available within the water industry in cases that cannot be resolved earlier in the complaints process by the companies or CCW.
CCW does not direct customers to specific adjudication providers or arrange referrals. Responsibility for accessing adjudication now sits with the water companies rather than CCW. They are responsible for explaining the available route, and how customers can proceed.
I can see that you have been provided with the correct advice, but do not agree in your assertion that CCW does not know what we are doing. It is not always the case that people will agree with the outcome, replies or answers but CCW does not have any power to force a company to take any particular action.
I hope that this confirms the correct approach for customers who wish to access adjudication, and CCW wishes you the best if you decide to use that route.
Regards.
CCW got Thames Water to take my complaint seriously
I struggled with Thames Water for almost a year over a billing dispute. Every time I called them, they opened a new ticket and told me they would look into it, but nothing ever actually got resolved. At one point they sent me a bill of around £2,400, which made no sense at all. Every call I made took 30 to 60 minutes of my time, and each time they asked for something different or gave a different explanation. After a lot of back and forth, they did bring the bill down somewhat, but by that point I was completely worn out. I still disputed the final amount and explained clearly, with evidence, why I believed it was wrong. Their response was that this was their final decision and it would not change.
That is when I came across CCW. I contacted them not really expecting much, and all they asked me to do was send a summary of my situation by email. It was that simple. They opened a case and told me they would keep me updated.
My case was handled by Angie Humphries, and I honestly could not have asked for better support. Not long after she took over, I got a message from Thames Water saying around £55 would be credited to my account. I did not expect that at all. Then I received an email from Angie confirming what had happened, and I was genuinely relieved and happy. After almost a year of getting nowhere despite being clearly in the right, she had managed to get Thames Water to actually take my complaint seriously. On top of that, she secured a further £20 goodwill payment for me, and my case was closed as successfully resolved.
I also asked Angie at one point to make sure my credit score would not be affected while the dispute was ongoing, and she contacted Thames Water about this too and sorted it out without hesitation.
I want to say a genuine thank you to Angie Humphries and everyone at CCW who worked on my case. If you are stuck in a dispute with Thames Water and getting nowhere, do not waste months of your time like I did. Go to CCW and let them fight your corner for you. It made all the difference for me.
30. juli 2026
Anmeldelse skrevet uten oppfordring
Svar fra CCW
Hello Yasin. Thank you for your review. We really do appreciate the time you have taken to share your positive experience on Trust Pilot.
Its really encouraging to read how impressed you were with your Advisor Angie, and how they were able to progress your complaint, keep you updated, and even achieve an improved outcome for you.
I will make sure that Angie gets to see and read what you have said.
Regards.
Totally Useless just Fobbed off after months of waiting for Help
Totally useless waited months just to be fobbed off just to be told to contact SWW again.
SWW have lied to me for over 2 years for my many requests to have a water meter fitted.
I am paying hundreds of pounds more than my next neighbour who is on a water meter fitted.
I am also convinced CCW are a part of south west water
13. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra CCW
Hello Jackie. Thank you for taking the time to leave your review.
After reading the case file, I cannot agree that you have been fobbed off.
CCW have reviewed all of the evidence and information you provided, as well as the responses from your water company. Based on the details available to CCW, your Advisor has explained to you that there is nothing further that CCW will be able to do to achieve the outcome you are looking for.
If you remain unhappy with the outcome and wish to proceed to an adjudication, you will need to contact your water company again. Since 24th April 2026, water companies are responsible for confirming which adjudication service applies and how to access it.
CCW is also independent from all water companies. We are not part of South West Water, or any other water company.
Regards.
I wasted a year with CCW after Southern…
I wasted a year with CCW after Southern Water told my tenant that she had a leak at her home and instructed her to employ a private plumber to find and fix the leak. It transpired that a meter served several properties and there was no leak. CCW decided that Southern Water acted properly!
If CCW does not have any power, they are somewhat pointless.
12. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra CCW
Hello John, thank you for taking the time to leave your review. You have told your Advisor that you are leaving a 1 star review because you don't understand the decision.
I can see from the complaint that CCW have actively advocated for you, so am disappointed in seeing 1 star. We confirmed the basis of your complaint with you by phone, and then advised you of the challenges we were making on your behalf. You did not dispute these, however when you didn't agree with the original response, we then went back to your company to raise the further points you asked us to.
Your Advisor has provided the reasons why CCW hasn't been able to help you further and also has given you information about what you can do next if you are still unhappy.
It is not always the case that a Customer will agree with the outcome, replies or answers they get, but CCW is limited in what we can do in these instances. This is because CCW is not an Ombudsman or Regulator, and we do not have any legal powers to tell companies what to do. Our primary role is to advocate for consumers, helping households and businesses try to resolve complaints with water companies, while also providing free advice and support.
CCW can’t force your water company or any other organisation to take any specific actions or accept recommendations, and does not have the power to impose any remedies or compel them to change their stance or minds.
I am sorry that CCW wasn't able to help resolve your complaint and achieve the outcome you wanted. CCW wishes you the best if you decide to take you complaint to the next stage as explained in the conclusion report you received.
Regards.
CCW took over my case with Thames Water
CCW were very helpful is sorting out my billing issue with Thames Water. After months of long telephone calls and emails with Thames Water I was getting nowhere. My CCW contact Olayinka took over the case and Thames Water have now (July 2026) started to use the meter they installed in January 2022 to calculate my water bill. Not only am I now charged for the water services actually used (Instead of an RV guesstimate), I received a refund for the over charging since April 2022. Big thank you to Olayinka and CCW.
1. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra CCW
Thank you John for leaving your review. I am really pleased that CCW was able to help you with your complaint and achieve a positive outcome. I will definitely make sure that Olayinka gets to see what you have written. Your kind words and feedback are appreciated. Thanks again. Regards.
Really helpful and supportive
Really helpful and supportive. Acted well and assertively on my behalf. Managed to gain better compensation than I had negotiated. It’s a shame that they can’t force water companies to comply.
7. august 2026
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Svar fra CCW
Hello Patrick. Thank you for leaving your review. I am pleased to read about how pleased you have been with the handling of your complaint, and also that CCW was able to achieve a positive outcome for you. Your words and feedback are very much appreciated by us all at CCW. Regards.
Excellent Service Throughout a Lengthy Complaint
Although my complaint was not ultimately resolved in my favour, I cannot fault the professionalism, impartiality and diligence shown by Angie Humphries throughout the investigation. She took the time to understand the issues, communicated clearly throughout, and ensured my concerns were properly put to the water company. Even where the outcome was disappointing, I always felt my complaint had been treated fairly and respectfully. Thank you, Angie, for your assistance.
3. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra CCW
Hello Tony and thank you so much for leaving this review. I am pleased to read how impressed you were with how your advisor Angie handled and dealt with your complaint, as well as with the customer service you received. Despite not achieving the outcome you were looking for, you have still left 5 Stars, so thank you again. I will make sure that Angie gets to read your kind words. Regards.
Pointless and incompetent
Pointless and incompetent
I raised a very serious complaint direct to the CEO who failed to even respond, following water company failure to return my money on account and harassment for monies that the CEO of the water company eventually advised were not ever due .And the account was in credit. CCW did not even consider this wrong despite the law OFWAT and Select committee guidelines findings . So still money not returned. The contempt it had for me was plain and I am a pensioner and disabled customer CCW is in my view not fit for purpose and should be closed with immediate effect. Who does it serve?
29. juli 2026
Anmeldelse skrevet uten oppfordring
Svar fra CCW
Hi there, and thank you for leaving the review on Trust Pilot. I was disappointed to read about the experience you have had using CCW.
Although our CEO Dr Keil is not actively involved in the investigation of complaint, any contact that is directed to him is not only closely monitored, it is handled through our Dedicated Support Team, who he has empowered to work on his behalf.
CCW is not a legal organisation and we do not have legal staff or expertise, so would not be able to comment on the law. Our role as a consumer body is to look to ensure customers receive a good level of service from their water company, and to offer advice, assistance and investigate complaints.
It is not always the case that a Customer will agree with the outcome, replies or answers they get, and independent dispute resolution is available to those customers who are still not happy after CCW's involvement.
Your water company will provide the relevant information about which dispute provider is available and how you can access it.
I am sorry that CCW wasn't able to help resolve your complaint to your satisfaction. Regards.
Handled our complaint with Everflow…
Handled our complaint with Everflow Water Services in a professional manner and we were kept updated with the steps taken at all times.
27. juli 2026
Anmeldelse skrevet uten oppfordring
Svar fra CCW
Hi John, CCW really appreciates your feedback and your review. Thank you for taking time out to leave it. Its great to hear that you felt it was handled professionally and that were impressed with the updates your advisor provided. Regards.
CCW helped me with an ongoing Thames…
CCW helped me with an ongoing Thames Water claim. Though to took close to 5 months to be resolved, I had a great interaction with Arden Ennis. He was responsive, exaplained why there were delays and followed up with calls to ensure he had all of the right information on my claim. Overall, the thames water complaint had to be escalated to CCW after receiving a bill out of the blue much higher than I expected. CCW helped intervene and my bill was reduced by almost 50%. Thank you Arden!
15. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra CCW
Hello Rianna, Thanks for the review. Its nice to hear that Arden has able to help you so much, and that he could help reduce that unexpected bill. I'm pleased that you have been impressed with both your advisor and the service provided. Regards.
Excellent Service
After many frustrating back-and-forth exchanges with Thames Water, and feeling completely ripped off, I had no choice but to contact CCW.
Although my case took a little while due to the high volume of people needing CCW to mediate issues with Thames Water, I was fortunate enough to have Baba handle my case.
Baba was professional, courteous, patient, and clearly an expert in his field. He immediately put me at ease, eased my anxiety, and resolved everything efficiently and professionally.
He worked hard to achieve the best possible outcome for me, and I couldn’t be more grateful for his support and dedication.
Thank you, Baba, and thank you to CCW for providing such an excellent service.
20. juli 2026
Anmeldelse skrevet uten oppfordring
Svar fra CCW
Hello Victoria and many thanks for writing your review. I was delighted to read about your positive experiences with Baba and with CCW. Its great that he was able to achieve a good outcome for you too. Your feedback and kinds words are very much appreciated, and I will ensure that Baba gets to see what you have said. Regards.
Ola from CCW was able to resolve my ongoing water complaint and issues
Ola from CCW was able to fully resolve the ongoing complaint and issues with thames water. Ola’s communication and advice was clear and ultimately was able to resolve my complaint with thames water. Thank you CCW, I was hitting a dead end until you intervened and provided the clear solution.
23. juli 2026
Anmeldelse skrevet uten oppfordring
Svar fra CCW
Hello Rachel and thank you for the review. I am happy that Ola was able to intervene in your complaint, and help you resolve the complaint and achieve an outcome for you. I will pass on your kind words, so that Ola is aware you have provided such great feedback. Regards.
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