Business complaints edge down, but retailer performance remains polarised

SES Water and Clear Business Water were the worst performers on business customer complaints in 2024-25 by some margin (see chart).

Of the market’s big four retailers, Castle Water registered the highest rate of complaints per 10,000 supply points, followed by Water Plus. Wave and Business Stream did considerably better. The smaller to medium-sized competitive retailers put in the best performance, led by ADSM and Pozitive Water, with strong performances also from Source for Business, Water2Business and Everflow.

Overall, it was positive news in the Consumer Council for Water’s annual business complaints report. Complaints made to retailers dropped 4% to 20,005, and escalated complaints to CCW fell 14% to 1,966.

CCW noted the sector had met the 10% complaint reduction target set out in its 2022-23 and 2023-24 Forward Work Programmes. However, it noted complaints to CCW remain 139% higher than before market opening.

Billing is the biggest source of complaints, accounting for 51% of all complaints made to retailers and 92% of those escalated to CCW.

*Ofwat has published an updated version of its Customer Protection Code of Practice.

Jason Scagell, Chief Executive of Water Plus, said:

“Our teams are driving customer experience enhancements and improvements in customer processes, as CCW recognised in its report, and with the additional investment we've made at Water Plus, we're working to further reduce the chance of a complaint, wherever we can.

"Alongside 72% of customers scoring Water Plus as 5 out of 5, in independent surveys on satisfaction in 2025, our teams are continuing to drive water-savings at scale for businesses and other sites in England and Scotland, including a 42% water saving at a site this year.

"We're seeing great results for customers from the collaborative engagement with wholesalers, with joint site visits and regular calls on important issues we can work together on."