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Veolia Water Projects - Tidworth | How to complainWe hope that you will not have cause to complain about our services. If you do, please call or write to us in the first instance. Please note that to help us deal effectively with your complaint we may have to pass some of your customer information on to other members of staff, or contractors who work on our behalf, so that your concerns can be fully resolved. How to get your complaint dealt with by telephoneWhatever the issue, call us on 08451 482 909. For emergencies an operator is on hand 24 hours a day to take your call; for all other enquiries the Customer Centre is available 08:30am to 4:30pm Monday to Friday excluding public holidays..By letter or emailSend your complaint letter by post to:Veolia Water Projects PO Box 3474 Swindon SN3 9AF Email: tidworthoperations@veoliawater.co.uk Customers requiring additional assistanceIf you require additional assistance, please mention this when making your complaint.How quickly we replyWe will reply within 10 working days of receiving your written complaint. This standard meets the terms of our Guaranteed Standards Scheme. We will try to resolve complaints made by telephone on the same day. If we need to write to you we will do so within 10 working days.Standards of serviceWe keep a constant watch on the speed of our replies to customer queries and complaints. We carry out regular spot checks to ensure quality. We ensure that your meter bill is as accurate and up to date as possible. Our aim is to ensure that all our household customers who have a metered supply receive at least one bill per year based on an accurate meter reading rather than on an estimate.Staff trainingAll our Customer Services staff receive comprehensive training in customer care and how to help you follow this Complaints Procedure.Please let us know if you ever receive a service that is not efficient and polite. Taking your complaint further within Veolia Water ProjectsIf you have complained to us and you are not satisfied with our response let us know and our Customer Services Director will review your complaint.Putting things rightIf we are at fault, we will aim to correct any aspect of our service that has been unsatisfactory and has failed to meet either the terms or the spirit of our Customer Code of Practice. In all cases we will explain what has gone wrong, what we are doing about it and how we will try to make sure that it does not happen again. We will also apologise for any inconvenience we may have caused you.Sometimes your complaint will be about matters that are not our responsibility, or is made because you do not realise the extent of our duties. In those cases we will always explain how far we are involved and can help, and, if we can, we will give advice on how you can get help elsewhere. Our Customer Guarantee Scheme sets out payments we make when certain parts of our service fail. We make some of these payments automatically without you having to make a written claim. We also consider making payments for loss or damage that results from problems with our services. If we have made mistakes which have caused you loss or particular hardship or inconvenience, we will consider making discretionary payments to you whether we are legally liable or not. Cases like these will be considered on their individual merits. Taking your complaint further outside Veolia Water ProjectsIf you are still not happy after our Customer Services Department and our Customer Services Director have considered your complaint, you can complain to the Consumer Council for Water (CCWater). CCWater is an independent organisation and its services are free. One of its duties is to decide if your complaint has been properly handled and whether further investigation is required. Normally CCWater will only take up your complaint if we have first been given the opportunity to put things right.The address for CCWater is: 1st Floor, Victoria Square House, Victoria Square, Birmingham, B2 4AJ. Telephone 0121 345 1017 Local rate 08457 023 953 Fax 0121 345 1010 Email central@ccwater.org.uk Office hours Mon to Fri 8.30 to 4.30 There are some cases in which Ofwat can make a decision that is final and binding. These relate to breaches of duty and can be found in our Code of Practice. 
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Veolia Water Projects |