Complaints Procedure

Pozitive Water Limited is committed to providing the highest level of customer care and this includes an effective process for handling complaints. Our complaints procedure has been created to make sure all complaints are fully investigated and satisfactorily resolved as quickly as possible. This policy sets out how you can make a complaint, how Pozitive Water will handle it, and your right to appeal if you are not satisfied with our response.

Pozitive Water customer service team is available Monday to Friday, from 9.00am to 5.00pm and you can contact us by telephone, email, letter, or through our website.

If you wish to make a complaint, we will handle your complaint in line with the four stages of our complaints procedure.

If you wish to make a complaint, please contact us in one of the following ways.

Email:
water.customercare@pe.solutions

In writing:

Complaints Team,
Pozitive Water Limited,
Floor 10 (North West),
One Canada Square,
Canary Wharf,
London,
E14 5AB

By telephone: 0800 849 1342

Your complaint will be reviewed by our complaints team who will aim to respond to your complaint by 5pm the following business day. We will investigate and may call you to discuss your complaint. We will provide a proposed resolution to the complaint or a substantive update on the progress of resolving the issue, as sometimes a resolution may require us to liaise with other organisations.

In responding, we will;

• address all the points you raised in your complaint and provide a clear explanation;
• apologise and explain what remedial action we have taken if we have fallen short;
• consider whether we can offer compensation where remedial action is not possible or is insufficient.

If appropriate, we will place your account on hold while we investigate your complaint.

If the complaint has not been resolved to your satisfaction within 10 business days or you are dissatisfied with our response, then you may proceed to the next stage. Please note that if you do not reply to our response to your complaint within 30 days we may treat any appeal as a new complaint.

Following Stage 1, if the complaint has not been resolved to your satisfaction you can appeal the decision. If possible, please set out your appeal in writing and send it to us using the contact details below. This helps us to ensure that we have properly understood the details of your complaint and appeal. Your appeal will be considered by Pozitive Water Complaints Manager who will undertake an independent internal review and will aim to reach a resolution within 10 business days.

Complaints Manager,
Pozitive Water Limited,
Floor 10 (North West),
One Canada Square,
Canary Wharf,
London,
E14 5AB

If you have completed Stages 1 and 2 of this procedure and are not satisfied with our response to your appeal, or if you have not received a satisfactory response from us within 10 business days, you can take the matter to an independent body who will consider your complaint and may investigate.

Please be aware that you may be referred back to Pozitive Water if you have not escalated your complaint via our formal complaints procedure outlined in Stages 1 and 2.

The next stage would be to contact the Consumer Council for Water. The Consumer Council for Water is the final stage for complaints about Pozitive Water and their service is independent, free and confidential.

Email: enquiries@ccwater.org.uk

In Writing:

The Consumer Council for Water
1st Floor
Victoria Square House
Victoria Square
Birmingham
B2 4AJ

Through their website: www.ccwater.org.uk

Telephone: 0300 034 2222

Should you feel that the Consumer Council for Water has not provided a satisfactory response, you can contact the ADR Group. We have fully subscribed to the ADR Groups alternative dispute resolution scheme which provides you prospect to seek independent and professional assessment of your complaint.

Email: consumer-dispute@adrgroup.co.uk

Through their website:: www.consumer-dispute.co.uk

Telephone: 0203 600 5050

If you wish to complain about an emergency situation such as concerns about water quality, loss of water supply or sewer flooding, please contact your wholesale water or sewerage provider using the contact details available on our website at www.pozitivewater.com/emergencies

Between 9.00am to 5.00pm, Monday to Friday you can obtain this information by calling 0800 849 1342.