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How to Complain to Affinity Water
Affinity Water says customers can complain by WhatsApp, phone, letter or online form. Its procedure gives up to 10 working days for a Stage One investigation, with a Stage Two review by a senior colleague where available, and refers unresolved cases to the Consumer Council for Water. If it is not put right, you can take it to Dispute Resolution Ombudsman (DRO).
At A Glance
Your Rights
What the rules say, with a link to the official source for each.
Complaining to Affinity Water
How to Complain
Affinity Water says customers can complain by WhatsApp, phone, letter or online form. Its procedure gives up to 10 working days for a Stage One investigation, with a Stage Two review by a senior colleague where available, and refers unresolved cases to the Consumer Council for Water. source
When You Can Escalate
Affinity says you can escalate if still dissatisfied or if the complaint is not resolved within eight weeks; the final step to the DRO needs the company's procedure completed and CCW confirming eligibility, and the DRO says to apply within 6 months of the deadlock letter. Scheme: Dispute Resolution Ombudsman (DRO). source
Energy Bills
The 12-Month Back-Billing Limit
Energy suppliers generally cannot charge you for energy used, or standing charges, more than 12 months before the new bill, unless you were already billed for that amount. This covers households and microbusinesses. source
When the Limit Applies
The 12-month limit also applies if you asked for an accurate bill and did not get one, you were not told about the charges through a statement of account, or your Direct Debit was set too low to cover what you used. source
When It Does Not Protect You
The limit does not protect you if you acted unreasonably, for example by blocking access to the meter, ignoring payment requests or stealing energy. source
The Energy Ombudsman
If your energy complaint is not resolved within 8 weeks, or you get a deadlock letter, you can take it to the Energy Ombudsman. It is free and impartial. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksGo to Dispute Resolution Ombudsman (DRO)Or sooner if Affinity Water sends a final (deadlock) response
- 12 monthsEnergy back-billing limitGenerally 12 months before the new bill
- 10 working daysWater company reply at each of its two stages10 working days
Steps to Take
Step 1 of 5
Gather your evidence: order, account or booking number, dates, receipts, screenshots, emails and notes of calls.
Step 2 of 5
Complain to Affinity Water in writing using the route below, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
Step 3 of 5
Keep a record of every contact: dates, names and reference numbers. Use email or a form where you can, so you have proof.
Step 4 of 5
If you are not getting anywhere, ask for a final response in writing.
Step 5 of 5
If it is still not put right, take it to Dispute Resolution Ombudsman (DRO).
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies. All are free.
Affinity Water Complaints
Always start here, in writing.
Dispute Resolution Ombudsman (DRO)
After 8 weeks, or when you get a final (deadlock) response.
Your Card Provider
If you paid by card, Section 75 (credit card) or chargeback (debit card) may help.
Citizens Advice Consumer Service
Free advice. It can pass a report to Trading Standards.
Good to Know
Small things that make your complaint stronger.
Affinity Water handles water supply only; for wastewater complaints the procedure points customers to their own provider (Thames Water, Anglian Water or Southern Water).
Take meter readings and photos, and keep your bills.
Ask for a complaint reference.
If the supplier is at fault for a back-bill, you should not normally be charged for energy supplied more than 12 months before you were told about the error.
Consumer Protection UK is independent and is not connected to Affinity Water. This guide uses information published by Affinity Water and the schemes named here. All product names, logos and brands are property of their respective owners.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- affinitywater.co.uk/docs/customer/complaints-procedure.pdf Checked 4 October 2026
- disputeresolutionombudsman.org/page/adr-water-1 Checked 4 October 2026
- energyombudsman.org/advice-for-consumers/what-is-back-billing Checked 12 October 2026