Castle Water is exceptionally well-rated by customers. Customers particularly appreciate service and professional, though some mention concerns about customer service.
I spoke to Curtis Sutherland who was very polite and he was easy to understand. He asked for my account number and was able to answer my questions straightaway. I was completely satisfied after my telephone call. Thank you.
Resolved the problem without delay. Mhairi Grant
Chris Friel was my contact. He readily understood my difficulty as our office manager has left and I was trying to clarify my contact with Castle - who we pay by direct debit. He guided my carefully and was patient in solving the problem.
Extremely helpful, polite well informed lady answered all my questions very succinctly and resolved my problem. Such a very cheerful and friendly person. A real asset to your business.
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castlewater.co.uk100 total • Write a review
US
I have been wrongfully billed. I have disputed occupancy and have provided a signed letter from the organisation responsible to prove that I am not liable to pay the bill. Yet I am being consistently pursued and billed. This has been ongoing now since 21/5/25. When I call to try to get this resolved nobody seems to have any power to actually resolve the situation. I have escalated this as much as I can and still no acknowledgement of the fact that I am not the occupant. I just want it resolved and for Castle Water to stop pestering me for a payment I do not owe, whilst threatening to impact my credit score.
Date of experience: July 1, 2025
US
After looking at our latest bill I decided to ring and see if there was anything that could be done by way of a discount due to substantial rise in water charges. I spoke to Ewan Murphy from the Ayr office and he responded quickly and efficiently to my enquiry. We signed a contract a few days later and now making a huge saving. Thank you Ewan for making this a very smooth transaction.
Date of experience: July 1, 2025
Really quick process to request our credit balance to be refunded rhys created the request in a matter of minutes.
Date of experience: July 1, 2025
Curt listened to my issue and resolved it in a timely manner. Couldn’t have asked for more.
Date of experience: June 30, 2025
US
This like many other new companies offers service to businesses. They are a total disappointment and I don’t know why ofwat has not been strict with these companies. They run out of call centers and have little to no technical staff. I had a very bad experience with them. They had been overbilling me and I asked for them to suspend the bill till it can be sorted. They didn’t such thing and piled on interest. Now the interest at times can be as much as the bill. These companies are operating like loan sharks. For the disputed billing period they charged me interest which they added with the last bill. They did not have a physical reading for the entire contract period before I took over the business and despite asking a few times never came around to do it. On top of that I never got the last bill so am totally shocked on how they have handled things. Please be aware of them
Date of experience: June 30, 2025
Very good customers services, provided comprehensive information, that answered my query to my full satisfaction.
Date of experience: June 30, 2025
Thomas today took my call and listened to my concern & questioning my bill. He said he would call me back & let me what was happening. He called back & told me the bill in question was no more & have a good day. What can i say but excellent! 5 stars for Thomas Now down to the nitty gritty my call today was to close my account after me previous call to you last week, where the usual corporate waffle was given out as yes charge/latepayment/waffle etc etc. So today you did not loose a customer because someone listened but your previous employee need retraining. Well done Thomas again. 🥇 Previous employee ☠️
Date of experience: June 30, 2025
