Step one: Contact your WaterSafe approved contractor
If you are unhappy with the work carried out by a WaterSafe approved contractor, you should first raise your complaint with them to see if you can agree a way to resolve the problem.
All WaterSafe approved businesses are expected to:
Step two: Contact the WaterSafe approved contractors’ scheme the contractor is registered with
If you’re not able to resolve the problem directly with the contractor, the next step is to contact the scheme they are registered with.
Every WaterSafe approved contractor will be a member of one of seven approved contractors’ schemes.
You can check which scheme your contractor is a member of on the WaterSafe website:
(Please note some contractors are members of more than one scheme. In these cases both logos will be highlighted).
The contractor’s approval scheme will investigate and resolve the complaint in line with their complaints process (available on their websites).
As a minimum, they expect members to meet the requirements listed in Step One.
Step Three: Need further help? Contact WaterSafe
If you are not sure which approved contractors’ scheme your contractor is a member of, contact WaterSafe on 0333 207 9030 or email firstname.lastname@example.org.
WaterSafe will pass on your complaint to the relevant scheme and ask them to contact you to understand and investigate your complaint.