Customer Guarantee Scheme payment request form

We are committed to providing you with the best possible service. Where we have failed to meet our guaranteed standards you are entitled to a payment under our enhanced Customer Guarantee Scheme.

Read more about the Customer Guarantee Scheme

The form below allows you to request a payment where we have failed to meet our service standard. Please complete it in as much detail as possible to help us deal with your request.

We will respond to you as soon as possible. We may need to carry out further investigations, in which case we will send a response within 20 working days of receiving your request.


Your name

Company details

Your contact details

Please provide your telephone number including area code, and a valid email address.

We require your contact details in case we need to contact you about your account or the service we provide you

Your account details

If you have a Thames Water account, please enter your account number below.
Please enter the address of the property to which the account or incident relates to.

Your account number can be found at the top of your bill.

Your mailing address (if different to the account or incident address)

Non UK Address

Service standard

Please look at our Customer Guarantee Scheme to see whether you may be entitled to a payment.

This will help us find when the GSS claim relates to



Before submitting this form, please confirm your details are correct by reviewing the information below.