Castle Water Bewertungen 

The customer service is usless and staff are so rude. I've called them four times to set up my direct debit , still nothing ....

Excellent easy online chat as I had an issue with the online portal Craig was efficient with checking details and confirming back to me that everything was as it should be.

Being able to speake to an advisor who could help as always when I phone in every way possible always good service

Curtis was excellent at understanding the problem and resolving it.

William understood our payment issue immediately and advised us how to follow up with their payments team.
Was professional, polite and knowledgeable

Phoned up with a query, Ewan Davidson was extremely helpful and knowledgeable. Highly recommended.

Michelle Sek was my agent who I spoke with. She was particularly helpful and very quick which was what made the expericne super helpful.

Mohammed Azam
Castle water are very easy company never threat and burden on customer i recently dealt as well and one of the employee Olha protsenko dealt the way it suppose to be dealt . Very friendly and up to the mark . God bless every one at castle water

Our experience with Castle Water has been extremely frustrating\. Castle Water created **two accounts in our name using completely incorrect company details** and then attempted to charge our small business almost **£19,000 for water charges covering approximately two years**—around **£8,500 per year**\.

Despite numerous attempts to resolve the issue directly, it took almost a full year before the matter began moving towards a resolution\. Progress only started after we escalated the complaint to a higher level of management\. Had we not continued to push and escalate the matter, I genuinely question whether it would ever have been resolved\.

Throughout the process, we were repeatedly faced with warnings about potential consequences and additional charges, which put unnecessary pressure on us while we were trying to resolve what should have been a straightforward billing dispute\.

The whole experience has been incredibly stressful and has left us with the impression that the company’s approach was to pressure customers rather than properly investigate and resolve legitimate complaints\.

After nearly a year of dealing with this, we finally reached a resolution, but the amount of time, effort and stress involved was completely unacceptable\.

It felt less like dealing with a professional water company and more like dealing with a company whose methods were designed to pressure customers into paying disputed charges\.

Based on our experience, I would not recommend Castle Water to other businesses\. If you have a billing dispute with them, be prepared to document everything and, if necessary, escalate your complaint to senior management\.

I have never dealt with a company whose billing practices felt so unfair and frustrating.

I switched to another water supplier and paid what I understood to be the outstanding balance before the switch. However, Castle Water continued adding small charges to the account—often only a few pounds or around £10—which were very easy to overlook, particularly because the invoices and notifications were not presented clearly.

If one of these small amounts is missed, a £99 late payment charge may then appear. I do not know whether this practice is legally enforceable, but charging £99 in relation to such a small and easily missed balance feels completely disproportionate.

In my experience, this system seems to penalise busy customers who may reasonably overlook a very small, poorly highlighted balance. Rather than making outstanding charges clear and easy to resolve, the process feels as though it benefits from customers missing them.

I strongly recommend checking every transaction in your online account carefully, even after switching supplier or believing that the account has been settled. I have raised a formal dispute and asked Castle Water to explain the contractual and legal basis for the charge.

Wanted a quotation for water, told to use the web chat, then told to ring a phone number to be on hold for ages!

Very friendly and helpful customer advisor. Sorted out the problem and was very patient.

Heather White was very good in customer services.

Had a Chat with Kelseigh-Rose Clark about a missing invoice and late payment fee. The Chat was answered very quickly and all my concern rectified very easily and a solution to missing bills put in place

I had a query regarding meter readings, expecting a long conversation, being on hold for ages, the agent was really efficient, friendly and polite.
She sorted it in minutes.

I spoke to Mitchell Bennett regarding my business account and foe information on how to provide a picture meter reading.
Mitchell was very helpful and answered my queries perfectly.

Thank you,

Howard Collins.

Dan in customer service at Castle Water was super helpful and friendly and was able to assist me efficiently with my query. Many thanks Dan :)

I spoke to Jamie as we had moved out of our offices. This was to submit our final meter reading and Jamie made this an easy process.

No wait in phone queue - query speedily dealt with a rectified. Very helpful