Wednesday 21 October: Complaint form offline

The supplier of our case management system has confirmed that they are experiencing a significant technical issue.

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

We are planning on the basis that this could continue for a period of time including for the remainder of this week.

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Please be assured we are doing all we can and will provide updates on our website. 

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Decision Report 201406554

  • Case ref:
    201406554
  • Date:
    April 2015
  • Body:
    Scottish Water
  • Sector:
    Water
  • Outcome:
    Resolved, no recommendations
  • Subject:
    damage caused / compensation

Summary

Mrs C complained about Scottish Water's decision to refuse her compensation claim. We explained to her that our role in complaints about compensation was very limited - for example, it was not for us to decide whether compensation was payable or to determine the amount of any compensation.

On receipt of our enquiries, Scottish Water contacted us to say they felt there was scope for a financial settlement, which they would like to explore with Mrs C. Given our very limited role in such complaints, this appeared to be the best way forward, and we closed the complaint without further investigation. We advised Mrs C to return to us if she wished to pursue the complaint after Scottish Water's further consideration of the claim.

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Updated: March 13, 2018