WICS accepts Clear’s redress plan for contract termination licence breach

The Water Industry Commission for Scotland (WICS) has decided to accept a redress plan put forward by Clear Business Water (CBW), rather than undertaking enforcement action, after the retailer was found to be in breach of a licence condition. This related to disallowing the early termination of fixed term contracts for 291 customers between February 2024 and May 2024.

Under the redress plan, the affected customers will receive: 

• A written apology

• £75 compensation.

CBW will also forego any early termination charges should these customers want to switch. 

Additionally CBW agreed to amend its terms and conditions to allow all customers on a fixed term contract to terminate their contract ahead of the fixed term (consistent with the licence condition) and to retrain its staff.

WICS closed its investigation into this matter, opened in April 2024, but said it would regularly monitor CBW’s remediation plan.