Bill and payments
To talk to us about your bill, payment issues or how we charge you, please call
Are you unhappy with the service you have received from us?
We hope you never have to complain, but we know that we don’t always get everything right.
If you feel we’ve fallen short and haven’t been able to help sort your issue, please contact us and we’ll try to help you there and then. And if we can’t resolve things straight away, we promise to come back to you as soon as we can.
Water and wastewater
To talk to us about water or wastewater issues, please call
You can also contact us by completing our online form or write to: United Utilities, PO Box 453, Warrington, WA55 1SE.
We would prefer to speak to you to get your complaint resolved as quickly as possible - We're here to help between 8am-8pm, Monday to Thursday, 8am-6pm on Friday and 8am-4pm on Saturday. If you have hearing or speech difficulties and use a textphone, please dial 18001 before dialing this number.
Stage 1: Complaint
We will do all we can to resolve your complaint over the telephone. However, if we are unable to contact you by telephone we will send you a written reply within 10 working days at the latest. When we reply you will be given the name of the person owning your complaint with a telephone number should you wish to contact them.
Stage 2: Complaint
If you’re not happy with our response, please give us a call as soon as possible on one of the phone numbers above so we can discuss the matter further. We want to do all we can to put things right. We will also escalate your complaint to an agent who has not been involved in your initial complaint who will carry out an independent review.
Stage 3: Consumer Council for Water
If you're not happy with the final resolution, or your issue is over eight weeks old, or you just want some free, trusted, independent advice you can call the Consumer Council for Water (CCW) the independent voice for water consumers in England and Wales by calling 0300 034 2222 or use the online form here.