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Case ref:201808639
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Date:June 2020
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Body:Clear Business Water
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Sector:Water
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Outcome:Not upheld, no recommendations
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Subject:incorrect billing
Summary
Mr C complained on behalf of Mr A, who owned a business. Mr C complained that Clear Business Water failed to bill the business appropriately. Mr A believed that his water bills were too high and he had extensive contact with Clear Business Water over a number of months whilst efforts were made to establish a reason for this.
After agreement with Mr A, Clear Business Water arranged for Scottish Water to conduct a site visit and the engineer identified that a valve close to the meter was the cause of the issue. This valve was fixed and meter readings were subsequently obtained in order to calculate a 'burst allowance' credit. A credit for a limited period was applied to Mr A's account, whilst non-payment charges were also cancelled. Mr A remained unhappy with Clear Business Water's response to his complaint and Mr C brought the complaint to us.
We found that, although it took a number of months to identify the issue with the water supply, Clear Business Water communicated with Mr A appropriately and they did not significantly contribute to the delay. We also noted that Clear Business Water had offered a goodwill payment to Mr A and subsequently extended the period for which the burst allowance credit was applied.
We concluded that there were no failings in the service provided to Mr A and we did not uphold the complaint.