Castle Water Reviews 

We contacted Castle Water to discuss our account following the receipt of an invoice which we could not fully understand, we spoke with Patricia Furie, Patricia advised us that the account had to be re-billed & re-credited due to a change in water services back in march, Patricia provided us with a full credit summary and an additional e-mail following the call giving us a explanation, Patricia was super professional & super patient, she's a credit to the Castle Water team

Excellent support from the call handler. Thank you very much.

Chris Campbell the chap I spoke with was very helpful, he helped me with several issues that I had relating to change of address and services.

I got a problem with direct debit set up unsuccessfully without knowing that I got fine from Castle water. Luckily Mitchell and Craig McWalter help me sorted out the bills quickly as I reached them. Thank you.

I am extremely disappointed and frustrated with my experience with Castle Water. The level of customer service I have received has been extremely poor, and I feel that customers are not being treated with the level of care, understanding, or professionalism that they deserve.

Trying to resolve issues with Castle Water has been unnecessarily stressful and time-consuming. When you contact customer service, you expect to receive clear information, proper assistance, and a genuine effort to resolve the problem. Unfortunately, my experience has been the complete opposite. I have found the communication and support to be very disappointing, leaving me feeling frustrated rather than helped.

What makes the situation even worse is the addition of late payment charges. I understand that bills need to be paid, but when there are issues with communication, account management, or resolving queries, adding extra charges only makes an already frustrating situation even worse. Customers should be given proper support and a fair opportunity to resolve any outstanding issues before being hit with additional charges.

I strongly believe that Castle Water needs to seriously improve its customer service and be more understanding and transparent when dealing with customers. It should not be this difficult or stressful to get a straightforward issue resolved, and customers should not feel like they are being ignored or simply passed from one department to another.

Overall, this has been an extremely disappointing experience. The poor customer service combined with the additional late payment charges has left me very unhappy with the way I have been treated. Based on my experience, I would not recommend Castle Water to others. I sincerely hope the company takes customer feedback seriously and makes significant improvements to the way it handles customer queries, communication, and payment issues.

Lack of communication and absolutely no empathy. This has been the worst experience I’ve had with any company. For the first time, I felt completely helpless.

After reading the Google reviews, I now understand why so many people shared similar experiences. Unfortunately, I made the mistake of choosing this company.

For me, customer service is one of the most important aspects of any business, and theirs is extremely poor. The lack of communication, empathy, and support throughout the process has been extremely disappointing.

To make matters worse, I received another call today asking me to make a payment, even though the payment had already been made and a plan of action was supposedly in place. This clearly shows a complete lack of internal communication and professionalism.

Based on my experience, I would not recommend this company.

Christopher was wonderful! Helped me set everything up with ease

After coming to the end of the fixed deal with Brightwater/Castle Water the charges jumped so after shopping around , Castle Water offered to price match a competitor . All agree and signed/processed in the 7th July yet on the 21st July it’s still the original higher price . I’d assumed having signed a new deal the next bill would be the agreed price . Not impressed at all .

The person on the phone was calm and controlled and resolved my issue fairly

Very nice caring man from Scotland. Very polite and helpful.

Excellent service from Heather this morning, thank you.
Opened a new account and the details of which were added to our company profile in the portal immediately! If only all utility providers acted this promptly, wouldn't that be wonderful!

I spoke to Ewan Davidson and he was very helpful and explained the problem I had with my invoice received from Castle Water

Thomas was a lovely person to talk to and made the service very pleasant and helpful.

Castle Water’s handling of our account has been absolutely appalling.
We took over a commercial property and, instead of billing us based on genuine meter readings and our actual usage, Castle Water applied estimated readings that resulted in a bill of more than £5,000. The meter could not be read at the time because the cover was too heavy for the previous managers to open, yet Castle Water still relied on estimates and treated them as though they were accurate.
We have submitted regular meter readings showing that our actual water usage is far lower than their estimates. Despite this, we have received confusing and contradictory information from their staff about what was owed, what had been credited and which account payments had been allocated to.
We paid £927.42 while the account was disputed because of the repeated calls and pressure, and we still believe this amount should be refunded. The previous owner also made a separate payment, yet Castle Water continued sending unclear responses and failed to provide a simple, transparent explanation of how the remaining balance was calculated.
Their complaint handling has been poor, repetitive and unhelpful. Instead of properly investigating the account, they appear to rely on automatically generated estimates and generic responses.
Running a business is stressful enough without having to spend hours correcting a water company’s inaccurate billing. Based on our experience, I would strongly advise other businesses to be extremely cautious before using Castle Water.

I was able to get through very quickly and the response for respectful, thorough and clear. They were able to provide details and solutions in an effective manner

Having some issues with our water supply upstairs and Rhys provided great guidance on the call today.

Very helpful.Easy to speak to and understanding of my initial problem. Special mention to Rhys Ferguson for his support. Thanks.

I was really struggling with the required online forms, but Sarah Byers provided top class help. Rather than just pointing me in the right direction, they filled in the forms on my behalf, asking me the relevant questions one by one and clearly explaining what each one meant. It made a stressful process feel simple and stress free. I Highly recommend!

I dealt with an extremely helpful advisor Craig McWalter who was able to resolve my query without any issues!