Castle Water Avaliações 

This Company takes a very hardline on their customers. We paid our bills manually online because we had insufficient funds at the time of the direct debit but still paid on time to match the date the second direct debit would have gone through. They still charged us £59 for a failed direct debit despite being paid. We are a not for profit community interest company but they have no respect for that. We are determine to leave them when the contract expires. Ebeneezer Scrooge must run the business. They are no good for small businesses.

I had a very complicated case which was dealt with by Thomas Mills. He was both efficient and very understanding. He completed this task with ease and in a timely manner, which exceeded my expectations due to the complex nature involved.

Thomas Mills was extremely helpful, a good listener and explained well. He was very courteous too helping me sort an issue. Thank you

Declan sorted everything i needed him to do

Thomas made the experience 5*

Massively incorrect bill. First person unable to deal with issue. Promised callback not received. Chased two days later and told complaint in a queue. Meanwhile, would not cancel DD, which will fail. Still not heard back.

Melissa Ditchfield was incredibly helpful and efficient and sorting my problem during the first telephone call.

I had a number of different accounts athat were for different buildings and the team here were able to organise tham all into our simple loactaion to manage. When moving out of a premises they were quick and responsive to organise final billing and resolve a query i had on the account. In particular Carole was exceptionally helpful resolving some minor issues around contact details with a minimum of fuss. Well done all of you.

My experience with Castle Water has been nothing short of dire.

From the outset, customer service has been extremely poor. Staff have been dismissive, unhelpful and at times outright rude. Getting a straight answer is difficult, and resolving even the simplest issue turns into a lengthy and frustrating process.

The online chat system is virtually useless. Rather than helping to resolve problems, it appears to exist simply to divert customers away from meaningful support.

The complaints process is equally ineffective. Updates, evidence and responses submitted by email are frequently ignored and not added to the complaint record. As a result, complaints are assessed without consideration of all the information that has been provided. On more than one occasion, my complaint has been closed without any meaningful resolution being reached, forcing me to reopen matters and repeat information that Castle Water already had.

What is particularly frustrating is that the burden is repeatedly placed on the customer to identify, investigate and correct Castle Water's mistakes. That is simply not how a utility provider should operate. The responsibility for maintaining accurate records, handling complaints properly and communicating clearly should lie with the company, not the customer.

Billing queries remain unanswered, documentation has been unclear, and attempts to resolve issues have required multiple rounds of correspondence. Much of that correspondence has either been ignored or met with generic responses that fail to address the actual issues raised.

Castle Water's fees and enforcement activity are also a serious concern. Judging by the number of similar complaints from other customers, my experience is far from unique. Look at the google reviews they are shocking! The way these matters are handled suggests a worrying lack of internal controls, accountability and oversight.

I have invested an unreasonable amount of time and effort attempting to resolve issues that should never have existed in the first place. Instead of taking ownership of their mistakes, Castle Water's approach has too often been to ignore correspondence, close complaints prematurely and leave the customer to do the work for them.

Due to Castle Water's ongoing failures, I am now formally escalating this matter.

Avoid this company at all costs. There are very few businesses I would actively discourage people from dealing with, but Castle Water is one of them.

UPDATE 12/10/26 : As expected, I have received the same generic corporate response that others have.

The number of positive reviews Castle Water has received on Trustpilot is irrelevant to my experience as a customer. My concerns relate to the repeated failure to properly handle my complaint, complaint updates sent by email not being added to the complaint record, and complaints being closed without resolution. The 700+ Google reviews paint a very different picture and are far more consistent with my experience of the company.

Simply stating that you take complaints seriously does not align with my experience. Had that been the case, correspondence would not have been ignored, evidence would have been logged correctly, and I would not be having to escalate matters further.

Rather than quoting review statistics, I would welcome an explanation as to why complaint updates were ignored, relevant information was not recorded, and complaints were repeatedly closed before the issues had been resolved.

I will await the outcome of your investigation, but my review remains an accurate reflection of my experience with Castle Water's customer service and complaints handling.

Carole Love you
Regards Mehmet

Carole Logan was amazing.
She listened to my issue and I'm very grateful of the fix she was able to provide.

Absolute daylight robbery never received any bills
said they sent emails never received them now charging
me bailiffs fees
do not use this company

I have charged previous people debit who gave to me and run the business,I have a my council rate letter updated from taken over but they don’t want drop the charge and I don’t have a my lease agreement because they were giving to me trust based.
Now I have to payback my earnings to this people.
There is lots more water supplies are available for cheaper and i will also looking to move out.
Sam

Jamie was really helpful and professional

Steven was extremely polite and professional

This was my second attempt to change my email address and Tracey was brilliant. It was not a straight forward process and Tracey was extremely patient, friendly and professional. She made an unwelcome task easy to complete and I would be grateful if you would please confirm my appreciation to her on my behalf. Thank you. Pauline Schurer

I had such a lovely experience with Jaime at Castle Water. He was so friendly, patient and genuinely helpful with my enquiry. He explained everything clearly and made the whole process feel really easy and stress-free.

It’s so nice to speak to someone who actually takes the time to listen and help properly. Thank you so much, Jaime, really great customer service! 😊

Curtis was extremely helpful in arranging the change on our account and explaining the process between Thames & Castle. I felt that everything I needed to do and know was covered in a clear and professional manner. Also, the phone was answered very quickly so I did not find myself hanging on for hours, as is often the case with companies.

We have been overcharged on several occasion. Please make sure this doesn’t happen to other people and check your meters.