Unresolved complaints

The water industry redress scheme (WATRS).

WATRS provides an independent adjudication process to resolve disputes between participating water and sewerage companies and their customers.


If you’ve gone through our complaints procedure and mediation or a formal investigation by CCW – the voice for water consumers, and your dispute hasn’t been resolved to your satisfaction, you can apply for adjudication.

The redress scheme is free and once CCW sends you a WATRS notification, your application can progress.

It’s administered by the consumer services unit of the Centre for Effective Dispute resolution (CEDR). CEDR is a non-profit body, independent of the water industry.

We’re committed to following the WATRS code of conduct principles which are:

WATRS code of conduct principles

We’ll respect the independence of the scheme provider – CEDR – and agree to be bound by the decision of the scheme adjudicator if accepted by the customer.


We’ll implement decisions as required by the rules and co-operate with and have due regard to recommendations of the scheme adjudication panel.


We’ll provide accurate and reliable information to and co-operate with the scheme adjudicators.


Contact WATRS at

Water Industry Redress Scheme (WATRS) International Dispute Resolution Centre, 70 Fleet Street, London, EC4Y 1EU

Email: info@watrs.org

Website: http://www.watrs.org/