Complaints Procedure

Dee Valley Water and its staff are committed to providing a high standard of service and putting you, our customers, first. If we have failed in any way to deliver this standard of service we would expect you to complain. Any customer or potential customer, domestic or non-domestic, can complain. In the event of a complaint we will act promptly and at the highest level in our attempts to resolve the matter to your satisfaction. If we are unable to resolve your complaint over the telephone then you should write in the first instance to:-

Dee Valley Water plc
Packsaddle
Wrexham Road
Rhostyllen
Wrexham
LL14 4EH

Alternatively, you can e-mail your complaint to:

Customer.complaints@DeeValleyGroup.com

Please mark your correspondence for the attention of Mr B Bellis, Managing Director.

Normally, we will investigate your complaint in detail and respond within 10 working days unless the complaint requires a major investigation to ascertain relevant facts, in which case we will keep you informed of progress at intervals of not greater than 20 working days. All information will be treated as confidential and will be held on our computerised complaints database.

Should we fail to honour any of our standards we will automatically credit your account with the sum of £20. There are a number of Codes of Practice which have all been approved by OFWAT and are available upon request. These Codes deal with the following:

• Guaranteed Standards Scheme
• Code of Practice for Collection of Unpaid Water Charges
• Code of Practice Regarding Leakage at Domestic Household Premises
• Code of Practice for Domestic Customers

If you are not satisfied with the way Dee Valley Water has responded to your complaint you can refer your complaint to the Consumer Council for Water Wales, which is independent of the water companies, at the following address. They represent the interests of customers in respect of price, service and value for money and they also investigate complaints from customers about their water company.

Consumer Council for Water Wales will want to know that you have been through our complaints procedure prior to them investigating your complaint to ensure that we have had the opportunity to try and resolve it.

Any further dispute concerning your complaint which has not been resolved by Dee Valley Water or the Consumer Council for Water Wales will be dealt with by the Director General of the Water Services Regulation Authority at the following address:

We do hope that we can put things right the first time that you contact us.