Welcome to the Feedback and Regulatory Information FAQs section. At Source for Business, we value transparency and customer satisfaction, and we're committed to resolving any concerns you may have. This section is designed to help you understand our complaints process, provide guidance on reaching the appropriate water regulators, and explain the roles of retailers and wholesalers in the water industry.
Whether you're looking to submit feedback, understand regulatory bodies, or navigate the water industry's structure, these FAQs provide clear and concise answers. If you have any additional questions or require further assistance, our customer service team is here to help. Explore the FAQs below to get started.
At Source for Business, we’re committed to delivering outstanding customer service, but we understand that sometimes things don’t go as planned. If you’re not satisfied with our service, we want to hear from you. Our Customer Promise outlines the steps you can take to ensure your concerns are fully addressed.
We handle complaints with an independent and impartial approach, and in some cases, we may involve an arbitrator to help resolve the issue. Our investigation might include a site visit or a request for additional information to fully understand the situation.
To resolve your complaint, we offer several solutions:
- An apology: We take responsibility and offer a sincere apology for any inconvenience.
- An explanation: Transparency is key, and we’ll provide a detailed explanation of what went wrong.
- Remedial action: We’ll take swift steps to fix the issue and prevent it from happening again.
- Compensation: If needed, we’ll explore fair compensation to address your dissatisfaction.
Your feedback is crucial to us, and we’re here to ensure your experience with Source for Business is exceptional. If you have any complaints or feedback, please don’t hesitate to reach out. Contact our customer service team at 0330 123 0205.
To make a complaint, you can:
Call us at 0330 123 0205
Email us at customerservices@source4b.co.uk
Write to us at Source for Business, PO Box 9136, Bournemouth, BH11 0GF.
If you’re not satisfied with our resolution or if your complaint is over eight weeks old, the Consumer Council for Water offers free, independent advice at 0300 034 2222 or via their online form.
Several key regulatory bodies oversee the water industry in the UK, ensuring that water companies provide high-quality services at fair prices:
Ofwat: The economic regulator for the water and sewerage sectors in England and Wales. They review water prices and ensure that services are efficient and fairly priced.
Consumer Council for Water (CCW): Represents customer interests regarding pricing, service quality, and value for money. They also handle complaints related to water quality.
The Environment Agency (EA): Oversees water extraction and wastewater treatment standards, ensuring environmental protection.
These regulatory bodies work together to maintain high standards in the water industry. You can find their contact information on their respective websites.
Understanding the roles of wholesalers and retailers is key to navigating the water industry as a business customer:
Wholesalers: Handle the supply of clean water, wastewater management, and maintenance of infrastructure like reservoirs, pipes, and sewers. They ensure the availability and quality of water.
Retailers: Serve as intermediaries between wholesalers and business customers. Retailers like Source for Business manage billing, customer service, account management, and offer water efficiency services.
Since the water market deregulation in April 2017, business, charities, and public sector organisations can choose their water and wastewater retailer, allowing for better service and competitive pricing. Retailers handle customer-facing services, while wholesalers maintain the water supply and infrastructure.
When it comes to payment, you receive a bill from your retailer, who then pays the wholesaler on your behalf.
Find your wholesaler
Note: Within your property boundaries, you’re responsible for maintaining pipework, drains, and plumbing fixtures. If there’s a leak on your property, it’s your responsibility to repair it promptly to avoid unnecessary costs. For guidance on leak detection and repairs, see our How to find a leak page.
