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Complaints Procedure

This guide explains what you should do if you want to make a complaint regarding the service you have received from Guernsey Water.  We aim to provide the best possible service at all times but we recognise that, like any business, we can fall short occasionally.  If something doesn't go well we'll do our best to resolve the problem for you as quickly as possible and we'll try to learn from our mistakes.

Paperwork

What To Do If You Have a Complaint

There are three stages to Guernsey Water's Complaints Procedure which allows you to escalate your complaint further if you are not happy with our initial response.  Please note that, providing we have received either written or verbal confirmation from you, we are happy to accept a complaint which has been written on your behalf by a representative or organisation nominated by you.  We will endeavour to provide an initial response to your complaint within 5 working days and a full response within 20 working days.

Stage One
If you have a complaint please email or write to Guernsey Water's Customer Service Manager at customer.service@water.gg or PO Box 30, Brickfield House, St Andrew, Guernsey, GY1 3AS.  If you are unable to present a written complaint we can accept a verbal statement which will be transcribed and read back to you for confirmation.  Please provide as much information as possible about your complaint in your correspondence so that we are able to deal with it as quickly as possible.  Please also include your full name, address, Guernsey Water customer number (if applicable), contact telephone number(s) and preferred form of reply.

Stage Two
If you are unhappy with the response you receive at stage one you may direct your complaint to Guernsey Water's General Manager, using the above email address or postal address, explaining why you feel it has not been resolved satisfactorily.  Our General Manager will then review the case and our response to date.

Stage Three
If, following stages one and two, you feel that your complaint has not been resolved satisfactorily by Guernsey Water, you can refer your complaint by email or in writing to the Managing Director, States of Guernsey Trading Assets at tradingassets@gov.gg or Brickfield House, St Andrew, Guernsey, GY6 8TY.  This will be the final response to you under these procedures. 

Policy Complaints

Handling your complaint quickly, fairly, and courteously is a key part of our approach to service delivery.  However, we cannot deal with all of the matters that you might be unhappy about as complaints under these procedures.  We cannot treat your objections to our policies as complaints under these procedures, but we will record any that we receive and ensure that the relevant policy makers within the States of Guernsey are made aware of them.

Data Protection

The personal information you provide is required if you wish to receive a response to your complaint.  If you choose to provide your contact details, you are consenting to Guernsey Water contacting you, via your preferred method, for these purposes.  By providing this information, you are also consenting to the Controller processing and storing the information provided through this gateway.  Your personal data will be processed in accordance with the Data Protection (Bailiwick of Guernsey) Law, 2017.  For full details of our Fair Processing Notice and how we look after your data please visit our Fair Processing Notice page.  If you do not have access to the internet please contact us and a paper copy can be provided.

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- Complaints Process

Responsibility to our customers and the environment

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