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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. The relevant director may contact the customer. A written response will be provided to the customer within ten business days.

Stage 3

If you remain dissatisfied, you can ask the Scottish Public Services Ombudsman (SPSO) to look at your complaint. The SPSO is the final stage for complaints about public services in Scotland. The SPSO cannot normally look at complaints:

  • where you have not gone all the way through the organisation’s complaints handling procedure
  • more than 12 months after you became aware of the matter you want to complain about, or
  • that have been or are being considered in court.

You can contact the SPSO:

In Person: SPSO, 4 Melville Street, Edinburgh, EH3 7NS
By Post: Freepost SPSO (you don’t need to use a stamp)
Freephone: 0800 377 7330
Online: https://www.spso.org.uk/contact-us