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... Voir plus
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Lisez les avis des autres
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 f... Voir plus
L'entreprise a répondu
Words cannot describe how badly we have been treated by Thames Water. After many months of trying to negotiate with various members of their staff, missed follow up calls etc etc., we asked CWC to... Voir plus
L'entreprise a répondu
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 serve... Voir plus
L'entreprise a répondu
À propos de l'entreprise
Écrit par l'entreprise
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.
Coordonnées de contact
Royaume-Uni
- ccw.org.uk
3,6
Moyen
378 avis
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Cette entreprise n’a pas récemment invité ses clients à l'évaluer, donc les avis ne sont peut-être pas représentatifs.
A répondu à 97 % de ses avis négatifs
Répond généralement dans un délai de 24 heures
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it wont accept me or listen to my…
it wont accept me or listen to my complaint its just like united utilities and water plus only interested if i am praising them the site will not accept my name either
14 avril 2026
Avis spontané
Réponse de CCW
Hello Mr Cooper. I am sorry to read that you have experienced difficulties with the CCW website accepting your name. If you haven't been able to submit a complaint through the portal on the CCW website, complaints can also be submitted to CCW by phone on 0300 034 2222, or in writing to CCW, 23 Stephenson Street, Birmingham, B2 4BH. I would check you are using the most up to date web browser and try clearing your browsing history and website data/cache on the device you are using, and and then try to submit an application again. I hope one of these options works for you. Regards.
CCW and Thames Water complaint
Angie kept us informed throughout the process and we got the resolution we were hoping for. That is the reason for the 5 stars. We still think that it is outrageous that Thames Water took so long to come to a decent decision. If we had not been so persistent, then nothing would have happened. CCW and Angie were good, but the organisation has no actual teeth, and cannot compel the water companies to act fairly. This is of course not Angie’s fault and she was great - despite the constraints of her position.
10 avril 2026
Avis spontané
Réponse de CCW
Hi Guy and thank you for leaving CCW a 5 star review. I am pleased we were able to help achieve the outcome you were looking for. It is also nice to read how pleased you were with Angie, and I will make sure she gets to see what you have said. Kind Regards.
how-is-ccw-funded
how-is-ccw-funded
how-is-ccw-funded
CCW costs 36.8p for each bill payer in England and Wales.
CCW is funded by water customers through a charge by Ofwat to water and sewerage companies in England and Wales.
Further information can be found on the CCW website
through their advice-and-support section.
How ironic that one incompetent quango fund another, from the reviews of CCW, they are an equally incompetent organisation.
Update 15/04/2026
Thank you for your reply.
I note that you have failed to provide an answer to what my review stated about the way you are funded.
Update 23/04/2026
Their lack of reply is deafening.
3 avril 2026
Avis spontané
Réponse de CCW
CCW Update 27/4/26:
Thank you Pete for your continued edited reviews. To confirm, CCW is funded by water customers through a charge made by Ofwat to water and sewerage companies in England and Wales.
This charge is then passed to Defra (Department for Environment, Food & Rural Affairs) and then CCW draws its funds through grant-in-aid from Defra.
I hope this helps explain further.
Hello Pete. Thank you for taking the time to use Trust Pilot and leave a review about CCW. CCW is independent of water companies and the regulator Ofwat. Our primary role is to advocate for consumers, helping households and businesses resolve complaints with water companies, while also providing free advice and support and signposting customers appropriately when we are unable to help. CCW is there to ensure that a company reviews a customer's complaint, addresses and answers any points raised, and provides a clear position. At CCW we do not hold any legal powers and cannot force a company to take any particular action and need to use a customer's evidence and information to challenge the company with. Not everyone is always going to agree with the outcome, replies or answers from the company or CCW. Regards.
Mike Green the investigator was the best!
Mike Green the investigator was awesome. He was so professional, understanding, kind and compassionate in how he handled our complaint and kept us informed at every stage.
I would add that one thing that would really enhance this service is, if CCW were given legal powers, to really hold these water companies to account!
Thank you again Mike, your support was invaluable.
27 mars 2026
Avis spontané
Réponse de CCW
Hello. Thank you for leaving your review and taking the time to share your experience of dealing with CCW on Trust Pilot. Your kind words about Mike are very much appreciated, and I will make sure he gets to see what you have said. Thanks Again. Regards.
Claim against Yorkshire Water
I had an issue with Yorkshire Water and their contractor which had cost me a substantial amount of money. I endured huge amounts of wasted time and it took many months of constantly chasing responses (due to YW missing every self imposed deadline) to exhaust both parts of their complaints procedure before being referred to CCW. Zahed was extremely helpful and supportive but couldn't get the resolution I wanted as CCW cannot make financial awards against a water company, something I did not realise was the case. He then pulled large amounts of evidence together to put forward to the arbitrator which produced the desired outcome. Zahed was very knowledgeable and put information across to me in a way that made the process seem less daunting which was reassuring. It was such a refreshing change after dealing with YW to have someone who would actually contact me to advise on progress, a revelation after a year of spending hours on the phone to get nowhere. Thank you so much for your support and advice.
5 janvier 2026
Avis spontané
Réponse de CCW
Hello Jane. Thank you for taking the time to leave your review. It was really encouraging to read how Zahed and CCW were firstly able to achieve an outcome for you, but also how impressed you have been with how we went about it, and provided support throughout the process. I will make sure that Zahed is aware of the review and your kind words. They are appreciated. Thanks again and Regards.
Severn trent water what a nightmare
I had an absolute nightmare with Severn trent water authority. There customer care was diabolical, processes were not followed and their complaints service was non existent. I had water coming into my garden that they did not investigate for several weeks.
I contacted the CCW as my complaint was going for over 7 months. A lady called Olayinka took my case on she was professional, kind, listened to my case and understood my concerns. She kept me informed of every stage. I felt supported throughout. She managed to get my case sorted with STW and got what I requested which was an apology for their service failures.
I would definitely recommend the CCW and I will use them if ever I need to. Top marks for speed, customer service. Well done and thank you
16 juin 2025
Avis spontané
Réponse de CCW
Hello Sharon. Thank you for your review about CCW and Olayinka. I am glad that you were pleased with the way that Olayinka dealt with you and your complaint, and also that we could achieve an outcome for you that you were happy with. Your kind words and recommendation are appreciated. Thanks again. Regards.
A huge thank you to Angie Humphries at CCW…
I cannot thank Angie Humphries at CCW enough for the support she gave me during an incredibly stressful and overwhelming situation.
From the very beginning, Angie showed genuine care, patience, and a deep understanding of the impact this issue had on me. What truly stood out was her determination to advocate on my behalf, she didn’t just process my case, she fought for it. Thanks to her persistence, my compensation increased from £90 to £170, which made me feel genuinely seen and supported.
Throughout the entire process, Angie kept me informed, explained everything clearly, and handled everything with such professionalism and empathy. At a time when I felt quite alone dealing with everything, she brought reassurance and clarity, which meant more than I can put into words.
Angie is a true asset to CCW. If all customer service were like this, things would be very different.
Thank you so much, Angie, I will always be grateful for your support.
You made a difficult situation feel manageable, and that meant everything.
26 mars 2026
Avis spontané
Réponse de CCW
Hello Rishika. Thank you for your review and for sharing your experience of CCW on Trust Pilot. Your review means a lot and I am really pleased that Angie was able to help you in the way she did, and also that she managed to achieve a good outcome for you. Your kind words won't go unnoticed, and I will definitely make sure that Angie is aware of what you have said. Thanks again and Kind Regards.
Utterly useless bunch of timewasters
Utterly useless bunch of timewasters. Once you submit your complaint against your water provider, you never hear from them again. When you contact them to find out what is going on, they deny knowing anything about your initial complaint or give you an excuse for rejecting it due to it being beyond their remit. I wasted time and effort updating them with additional information. Surprise surprise, I didn't even get an acknowledgement from them.
25 mars 2026
Avis spontané
Réponse de CCW
Hello Leppard and thank you for leaving your review. I am sorry that you have not had the experience you were expecting from CCW. There is a page on the CCW website that tells Customer's which complaints we are won't be able to help with:
https://www.ccw.org.uk/advice-and-support/make-a-complaint/complaints-we-cant-help-with/
On those occasions when we receive a complaint where we can't help a customer, we will explain why, and provide as much information as we can, to tell them who might be better suited to help. Due to this, any future contact about those same issues should be logged on your account, however it may not always be possible to reply when we have already provided a conclusion and other options. Thank you again for taking the time to leave your review. Regards.
CCW Advisor
My advisor, Michael, was professional, friendly and extremely helpful. He explained the process and was supportive throughout.
23 mars 2026
Avis spontané
Réponse de CCW
Hello TC and thank you for the review about your Advisor Michael. I am pleased that you felt you were helped and supported by him and I will certainly pass on your kind words. Thanks again. Regards.
Pointless
CCW refused to intervene, alleging that they simply are "unable to force a water company to do anything they are not willing to do", even when water companies act unfairly and breach the law (Water Industry Act 1991, the Consumer Rights Act 2015, Ofwat Charging Rules, and Standards of Conduct). What's the point in CCW then? Furthermore, the Water Redress Scheme WATRS transferred its responsibility of reviewing escalated complaints to CCW in December 2023. So, CCW simply refuses to take on their new responsibility and do their job! They didn't even offer me the option of independent adjudication. CCW is nothing but public facade. Allegedly defending consumers, whilst in reality they remain heavily biased towards water suppliers, even when their conduct is unfair or illegal.
23 mars 2026
Avis spontané
Réponse de CCW
Hello Luis and thank you for leaving a review about CCW. I am sorry that on this occasion CCW wasn't able to help you. CCW is independent of water companies and the regulator Ofwat. Our primary role is to advocate for consumers, helping households and businesses try to resolve complaints with water companies while providing free advice and support. CCW is not a legal organisation, or an Ombudsman, and cannot determine legal or regulatory breaches where Ofwat may have the power to determine the outcome. CCW have not taken over from WATRS for reviewing escalated complaints. This is undertaken as part of Alternative Dispute Resolution or ADR whereby CCW manages the Adjudication process so the Customer doesn't have to. CCW is not responsible for those decisions. The CCW website shows the kind of complaints we cannot help with here:
https://www.ccw.org.uk/advice-and-support/make-a-complaint/complaints-we-cant-help-with/
and the ADR information is here:
https://www.ccw.org.uk/advice-and-support/make-a-complaint/alternative-dispute-resolution/
Not every complaint is suitable or in scope for CCW or Adjudication, however where it isn't, we will do our best to try and signpost you to the best organisations who may be able to help. Regards.
Good Communication
Good Communication. I have received useful advice on how to take my case forward using the appropriate terminology. It has been a lengthy drawn out process liiasing with Thames Water dealing with their misleading statements and seeking the truth.
When I have spoken to CCW they have been good at listening and understanding my concerns. Today, Deacon phoned me to make me aware that my case would be progressing and would shortly be assigned to a case handler. He was very professional and I felt reassured that I had been listened to and my concerns were taken seriously and being addressed.
20 mars 2026
Avis spontané
Réponse de CCW
Hi Keith Underwood, I’m really glad to hear that our team has been able to help you and give you clear advice about your case.
I understand that this has been a long and difficult process, especially while trying to make sense of the information from your water company. It’s good to know that when you spoke to CCW, you felt listened to and understood.
I’m also pleased that your call today helped you feel more confident and reassured that your case is moving forward. This means someone will now be looking at it more closely and will continue to support you, all the best with your complaint CCW
Brilliant and Efficient
After an awful experience with Anglia Water i was put in touch with the amazing Angie following my request for support. She was both professional and polite whilst expressing that she understood my perspective and was able to speak to Anglia Water and whilst i did not get a full refund she was able to facilitate an acceptable refund. This was my first time using this service and i was impressed as the process was fairly straightforward and the communication thought was appropriate as i felt informed and included. I would say that i would use again but hope that i don't have to.
16 mars 2026
Avis spontané
Réponse de CCW
Hello Cam and thank you for your review. I am pleased to read that we were able to change the outcome for you, and achieve a refund that you found to be acceptable. Thanks also for your kind words about Angie, they really are truly appreciated, and I will make sure she gets to see what you have said. Regards.
After speaking to CCW and having to re…
After speaking to CCW and having to re explain what the issue was, and being told she fully understood why I was unhappy, she then backed TW and sent another generic response. Leaves me feeling like we, the general public have no way of receiving fair treatment by these big organisations. CCW is just another ‘lip service’, which gives the impression of looking into issues on behalf of the consumer.
18 mars 2026
Avis spontané
Réponse de CCW
Hello there and thank you for taking the time to leave a review about your experiences with CCW. I am sorry to read that you only received lip service. CCW is independent of water companies and the regulator Ofwat. Our primary role is to advocate for consumers, helping households and businesses by trying to resolve complaints with water companies while also providing free advice and support. Using CCW is no guarantee that we will be able to achieve a new or requested outcome for a Customer and unfortunately there are also some complaints that even CCW are unable to help customers' with. These are shown here on our website:
https://www.ccw.org.uk/advice-and-support/make-a-complaint/complaints-we-cant-help-with/
When we are unable to help a Customer, we will explain to them why we can't help, and provide suitable details of anywhere or anyone else who might be able to help them. I am sorry again, that CCW weren't able to help you on this occasion. Regards.
A bigger waste of time than dealing…
A bigger waste of time than dealing with the water company, and thats saying something!
All the CCW were successful in doing was aiding the water company in mishandling the complaint and actively encouraging them getting away with GDPR breaches, incorrect billing, harrassment and attempted blackmail.
Based on the CCWs acceptance of not only the water company's behaviour handling my complaint but also their willful ignorance of CCWs apparent contact, I do question if the CCW has financial interests in the water companies, or if the water company actually ignored them as they aclaimed.
I had no trust or confidence in how things were handled. It seemed to be a case of, we popped them an email, we tried. Sorry. Now go away.
I had to continuously repeat the issues, speak with several different people and chase for a response. I wish I hadnt wasted my time on a company like this. Their only interest is protecting the water companies. Don't let their claims on their website fool you.
6 mars 2026
Avis spontané
Réponse de CCW
Thank you for leaving a review regarding your experience with CCW. I am sorry to read that you don't feel that CCW didn't help or handle your complaint very well. CCW are unable to help Customer's with data breaches or GDPR issues. The Information Commissioners Office (ICO) is the organisation best suited to help Customer's with issues about their personal data and information. Harassment & blackmail are concerning, however as CCW is not a legal organisation we are unable to assist with those issues either. CCW is independent of water companies and the regulator, Ofwat. Our primary role is to advocate for consumers, helping households and businesses resolve complaints with water companies while providing free advice and support. CCW has no financial interest in water companies and 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. Again, I am sorry that CCW wasn't able to help resolve your complaint on this occasion and achieve the outcome you were looking for. Regards.
WELL DONE DAVE AND CCW
I was contacted by a lovely Irish (I think) man called Dave who was unbelievably helpful. We had no water for 24 hours due to 3 burst mains near us. Anglian water, when contacted, said “the algorithms” said we did, even though they delivered water to us 30mins before the water came back. I contacted CCW and a few days later I got a call from Dave. He said to leave it with him and he would be back in touch. Within a couple of weeks we had an email from Anglian Water confirming a payment due to there being no water and a further payment for the delay. Dave called me back to confirm the payment (which should be deducted from my bill) and I cannot thank him enough for what he has done. Well done Dave and CCW a big thank you for your hard work on our behalf.
From the Fowler family
18 février 2026
Avis spontané
Réponse de CCW
Hello Mrs Fowler and thank you so much for leaving your review. I am delighted to read that Dave was able to achieve a fantastic result and outcome for you, and also how delighted you are with how he handled and dealt with your complaint. Your kind words are appreciated, and I will make sure that Dave gets to see what you have written. Regards.
Ripping off
They are still not telling me what I use daily they say 140 litres a day ridiculous
I have now paid because I have heart problems
They will not give me a reading over the phone and cost of that
I have 2 showers weekly
2 mars 2026
Avis spontané
Réponse de CCW
Thank your for leaving a review of CCW Andy. Sorry to hear that CCW have not been able to help resolve your complaint. I have spoken to your Advisor and can also see that we have sent you the meter readings and bill breakdown provided by your company to confirm what water you are using. For a more detailed view of what you use and when, your water company have confirmed you can view hourly figures of your water use on your online account. Unfortunately CCW are unable to help with a complaint about the cost of water charged by a company. Regards.
The Clarity of your Form.
The Clarity of your Form.
Kindly remember, with God's Wishes I maybe 92 on 27/3/2026. I have NO Support and not IT AWARE.
I FAILED TO ANSWER your FINAL QUESTION requiring Detailed Correspondence, I Have that IN my LAPTOP for your Information as and when Requested, I just DID NOT KNOW How to Respond in that SPACE!
Yours Respectfully Brian Little 260302-000122
15 octobre 2025
Avis spontané
Réponse de CCW
Hello Mr Little. Thank you for reaching out to CCW. I have been able to trace your details on our system and can see that your submission has been received by our teams. I will arrange for this to be allocated to an Advisor who will be in touch with your shortly. If you are able to, can I ask that you edit your review to remove any personal data such as a CCW reference number. Regards.
I have recently been in contact with…
I have recently been in contact with CCW and in particular the agent dealing with my complain, Phillip. Who was extremely helpful and professional whilst dealing with my complaint.
Thank you
Mr G Singh
23 février 2026
Avis spontané
Réponse de CCW
Hello Mr Singh. Thank you for leaving a 5 star review about CCW, and how helpful and professional you felt Phillip was while he was dealing with your complaint. I am pleased we were able to help. Regards.
Pointless
All Jake from CCW did was repeat exactly what Thames Water have been saying and didn't actually provide any useful advice or help.
27 février 2026
Avis spontané
Réponse de CCW
Thank you for taking the time to leave your review. I am sorry that you weren't happy with the way your complaint had been handled at CCW, and that you didn't feel any advice you were given was helpful. CCW's primary role is to advocate for customers while attempting to resolve complaints with water companies. Unfortunately we are not always successful, and our powers are very limited in what we are able to force a company to do. Regards.
Excellent!!!
CCW were very supportive when I contacted them recently relating to issues with Severn Trent Water. I highly recommend their service. 10/10
12 février 2026
Avis spontané
Réponse de CCW
Hi Mr Hadley, Thank you for taking the time to leave us such a positive review. CCW is here to help, and we will always ensure that consumers receive our full support along with the correct guidance, to reach the right resolution. best wishes CCW
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