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Complaints Procedure


We strive to handle any complaints in a courteous, timely and transparent manner.

We aim to resolve a complaint with an apology, explanation or other action at the first direct contact we have with you by email/phone or in person. If you are not satisfied with our initial response and you wish to uphold the complaint, we implement the following 3-stage procedure.

Stage 1

If a complaint is received by Commercial Water Solutions (CWS) we acknowledge receipt & record the complaint. CWS will investigate and respond directly to the customer in the agreed format within five business days. If the customer is satisfied and the problem is resolved, the complaint is closed.

Stage 2

If the customer continues to be dissatisfied, the complaint will be escalated to a director at CWS or our parent company (Mountlodge limited). The relevant director may contact the customer. A written response will be provided to the customer within ten business days.

Stage 3

If the customer continues to be dissatisfied with CWS' handling of their complaint, CWS will recommend the complaint (including all customer contact) be forwarded to Scottish Public Services Ombudsman (SPSO). The SPSO is tasked with handling complaints from water industry customers in Scotland.

You can contact SPSO on:

  • Freephone adviceline 0800 377 7330
  • Online form online-contact
  • In person 4 Melville Street, Edinburgh, EH3 7NS (see a map)
  • By post FREEPOST EH641, Edinburgh, EH3 0BR
  • Fax 0800 377 7331