Complaints

We’re here to help

If you have a complaint, please contact us, and we’ll find the best way to quickly resolve it.

Call us

For help with your bill or account call us on 0345 357 2401. Mon-Fri, 8am-8pm. Sat 10am-2pm.

For help with your water supply call us on 0345 357 2402. 7 days a week, 24 hours a day.

If you’d rather tell us in writing, you can either email us or send a letter by post.

Email us at: CustomerRelations@affinitywater.co.uk. This email is dedicated to handling formal complaints only. For all other queries, please use our Contact us form so we can respond as quickly as possible.

Write to us at: Affinity Water, Tamblin Way, Hatfield, Hertfordshire AL10 9EZ.

please include...

• Your name
• Your full address
• Your phone number and the best times to call
• Your customer number (if you’re contacting us about your account)

We'll respond within 10 working days of receiving your written complaint. This might be by phone, but if we can’t speak to you, we’ll contact you in writing.

If we can’t resolve the issue straight away, we’ll let you know how long it is likely to take and when we’ll contact you again.

We’re happy to speak to someone you nominate to act for you – we’ll just need you to give us permission to share your information with them. If you appoint a solicitor or land agent, we'll be happy to liaise with them, but we can’t be responsible for any costs incurred.