Tuesday 20 October: Complaint form offline

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At present, we have no access to the case management system and we are currently unable to provide updates on existing cases.

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Decision Report 201300374

  • Case ref:
    201300374
  • Date:
    September 2013
  • Body:
    Scottish Water
  • Sector:
  • Outcome:
    Not upheld, no recommendations
  • Subject:
    damage caused / compensation

Summary

Mr C complained to us that flooding caused by a blockage on Scottish Water's water system had damaged his property, but that they would not pay compensation.

We explained to Mr C that our role in complaints about compensation is very limited and so we would only be considering whether Scottish Water had handled his claim reasonably. Our investigation established that they had done so. Although the blockage was on their side of the pipework system, rather than on Mr C's side, they could not reasonably have been expected to have known about it beforehand, or to have taken action to prevent the flooding. In such cases, Scottish Water have no legal obligation to pay compensation.

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Updated: March 13, 2018