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Complain to Anglian Water

Water company serving East Anglia and surrounding areas

Water

Contact emails

customer@anglianwater.co.uk

Customer Service

complaints@anglianwater.co.uk

Complaints

Make a complaint online(opens in a new tab)

Anglian Water handles complaints through its official online form.

Anglian Water ombudsman & regulator routes

Which ombudsman handles Anglian Water complaints?

Consumer Council for Water (CCW). Once Anglian Water’s own complaints process is exhausted (after 8 weeks or a deadlock letter), you can take your complaint there for free. It investigates and can mediate, but cannot make a binding decision. If that does not settle it, the Dispute Resolution Ombudsman can make one that binds Anglian Water if you accept it. Apply within 6 months of the water company's deadlock letter. Go to the Consumer Council for Water (CCW).

Can you complain to Ofwat about Anglian Water?

Not for individual disputes: Ofwat sets the rules for the sector but does not resolve personal complaints or award compensation. Complain to Anglian Water directly first and keep written records, then escalate to the Consumer Council for Water (CCW) if it stays unresolved after 8 weeks or you receive a deadlock or final-response letter. You can still report Anglian Water to Ofwat to flag systemic problems, but that will not get your own money back.

Laws that protect you

Water Industry Act 1991

Sets out the duties of water and sewerage companies in England and Wales, including supply, sewerage and charging.

Guaranteed Standards Scheme

Minimum service standards set in law. Miss one, such as replying to a written complaint within 10 working days, and the company may owe you a payment.

Tips for Anglian Water complaints

  • Complain in writing so the 10-working-day reply standard has a start date
  • Ask for stage two if the first answer does not fix it
  • Take photos of any leak, flooding or damage and keep every bill
  • The Consumer Council for Water (CCW) is free and takes complaints after a final response or eight weeks
  • Ofwat regulates water companies but does not resolve individual complaints
  • In Scotland the route differs: Scottish Water complaints go to the Scottish Public Services Ombudsman, not CCW

If Anglian Water doesn't respond

  1. 1

    Complain to the water company

    10 working days

    Put it in writing and give them a chance to put it right. If they don't reply within 10 working days, you may be owed a Guaranteed Standards Scheme payment

  2. 2

    Stage two

    Another 10 working days

    Ask for your complaint to be reviewed at stage two

  3. 3

    Consumer Council for Water (CCW)

    8 weeks

    Free. Takes your complaint once you have a final response or have waited eight weeks, then investigates and can mediate

    Visit website
  4. 4

    Dispute Resolution Ombudsman

    Within 6 months of the deadlock letter

    Free, independent adjudication if CCW cannot settle it. Apply within 6 months of the water company's deadlock letter. The decision binds the company if you accept it

    Visit website

When you can escalate

8 weeks

If Anglian Water hasn’t sorted it within 8 weeks, or sends a final response sooner, you can take it to the Consumer Council for Water (CCW).

Frequently asked questions

Put your complaint in writing to complaints@anglianwater.co.uk with "Formal complaint" in the subject line. Include your account or reference number, what went wrong, and the outcome you want (a refund, repair, or compensation). Keep everything in writing so you have a paper trail. If Anglian Water hasn't sorted it within 8 weeks, you can escalate free to the Consumer Council for Water (CCW).

Send complaints to complaints@anglianwater.co.uk. Put "Formal complaint" in the subject line, include your account or booking reference, and state the outcome you want. Keeping it in writing creates the paper trail you'll need if you escalate later.

Complain to Anglian Water first. Once you have a final response, or 8 weeks have passed, take it free to the Consumer Council for Water (CCW), which investigates and can mediate but cannot make a binding decision. If that does not settle it, the Dispute Resolution Ombudsman can make one that binds Anglian Water if you accept it. Apply within 6 months of the water company's deadlock letter.

Anglian Water has up to 8 weeks to resolve a complaint. If those 8 weeks pass with no fix, or you receive a "deadlock" letter sooner, you can take your case free to the Consumer Council for Water (CCW).

Not for an individual dispute: Ofwat regulates the industry but doesn't resolve personal complaints. Your route is to complain to Anglian Water in writing, then use the free, independent Consumer Council for Water (CCW). You can still report Anglian Water to Ofwat to flag systemic problems.

Tools & guides for your Anglian Water complaint

Free calculators and explainers that strengthen the case you make to Anglian Water.

Further reading

Not sure what the law actually entitles you to? Start with our UK consumer rights guide - refunds, faulty goods, and how to enforce your rights under the Consumer Rights Act 2015.

Work at Anglian Water? Reply to complaints here.

Don't let Anglian Water ignore you

Read your Anglian Water letter first: it cites the law that applies, sets a deadline, and says what happens when it passes. No account until you want to keep the draft and track what they do next.

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Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Anglian Water or any of the companies listed on this site. Where an address is marked verified, we read it on Anglian Water’s own site or a complaint sent to it arrived. Addresses marked not verified have not been checked, and ones marked bounced do not reach Anglian Water. This page is for informational purposes only and does not constitute legal advice.