I contacted Castle Water as a new customer having recently taken over a shop in Surrey. I spoke with Francesca Cafolla who was kind, understanding and professional in her dealings with me. I subsequen... See more
Company replied
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Review summary
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Reviews shaping this summary
Thank goodness for Steven Simpson. I was trying use your online form, forms which so often do not work. People like Stephen are so important for customers, he was competent, professional and polite,... See more
Company replied
One thanks is definitely not enough to Ryan Crawford. I made mistake when I moved out from Everflow. He help to understand their final invoice and give me many suggestions. He is very patient with me... See more
Company replied
Company details
About Castle Water
Written by the company
Unlike many water retailers, Castle Water is not associated with any of the UK’s traditional water network owners. We are wholly independent. We only act in the interests of our customers and have an excellent track record of working proactively with water network owners to deliver the right results.
Our customer services are delivered in the UK and we have account management teams to support customers nationwide.
We operate extended hours: Monday to Friday, 8am to 6pm, and you can contact us in a variety of ways.
We operate extended hours: Monday to Friday, 8am to 6pm, and you can contact us in a variety of ways.
Looking to switch water supplier?
Written by the company
- Switch to Castle Water and save on your fixed water charges
- Switch now to the UK's leading independent water retailer. Visit castlewater.co.uk/switch to get your instant quote.
Contact info
1 Boat Brae, PH10 7BH, Rattray, Blairgowrie, United Kingdom
- 01250 718700
- castlewater.co.uk
4.5
Excellent
27K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
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Query regarding invoice
I had been receiving a lot of emails regarding an outstanding amount we owed on our account. After explaining the situation to Leanne Sinclair she sorted the issue out immediately. She was very helpful and understanding of our situation.
August 6, 2026
Unprompted review
Reply from Castle Water
Hello Narinder,
Thank you for leaving us a 5-star review. We are pleased to hear that Leanne was very helpful and understanding when resolving your query.
Kind regards,
Ellis
Your Staff was very helpful.
August 6, 2026
Unprompted review
Reply from Castle Water
Hi Joseph,
Thank you for leaving us a 5-star review. We are happy to hear that your advisor was very helpful when resolving your query.
Kind regards,
Ellis
Leanne Sinclair you have been a great…
Leanne Sinclair you have been a great help in sorting this out for me, thank you very much for your help its very much appreciated.
August 6, 2026
Unprompted review
Reply from Castle Water
Hi Simon,
Thank you for leaving us a 5-star review. We are pleased to hear that Leanne was very helpful when resolving your query.
Kind regards,
Ellis
Chris was extremely helpful with a…
Chris was extremely helpful with a particular complicated query that I had
August 6, 2026
Unprompted review
Reply from Castle Water
Hello Sharon,
Thank you for leaving us a 5-star review. We are glad to hear that Chris was extremely helpful when resolving your query.
Kind regards,
Ellis
like honest and accurate information…
like honest and accurate information Customer Service
August 3, 2026
Unprompted review
Reply from Castle Water
Hello Chandu,
Thank you for leaving us a review, we appreciate your feedback. If you have any further concerns please do not hesitate to contact us via the portal or using our live webchat.
Kind regards,
Ellis
I spoke to Heather and she helped and…
I spoke to Heather and she helped and explained the questions that I put to her
August 6, 2026
Unprompted review
Reply from Castle Water
Hi Mrs Meadows,
Thank you for leaving us a 5-star review. We are happy to hear that Heather was helpful when answering your questions.
Kind regards,
Ellis
Helpful advisor
I found Robert Young to be very pleasant and helpful in providing me with the information I required today.
August 6, 2026
Unprompted review
Reply from Castle Water
Hello Toni,
Thank you for leaving us a 5-star review. We are happy to hear that Robert was very pleasant and helpful when providing you with information you required.
Kind regards,
Ellis
Disappointed private person
Disappointed received a mail your case is closed then had a fine of £105.00 because I owed £40.00.
No effort was made to e mail me a letter to say there is a last bill and if they did sent it to my old address where I lived previously.
August 5, 2026
Unprompted review
Reply from Castle Water
Hello Libby,
Thank you for taking the time to leave us a review and sharing your concerns. In order for us to investigate your account, we have requested some additional information through Trustpilot. Once we have received this we will be in touch.
Kind regards,
Ellis
William was super friendly and helpful
August 5, 2026
Unprompted review
Reply from Castle Water
Hello Sharon,
Thank you for leaving us a 5-star review. We are happy to hear that William was helpful and very friendly when resolving your query.
Kind regards,
Ellis
Good response
Patricia answered my questions and took the time to make sure I understood all the details of how to access our accounts.
August 5, 2026
Unprompted review
Reply from Castle Water
Hi Linda,
Thank you for leaving us a 5-star review. We are pleased to hear that Patricia took the time to listen and was understanding when resolving your query.
Kind regards,
Ellis
Dispute outstanding balance due to additional charges being levied
Customer Service support from Jamie was fine but it seems that nobody has authority to review charges levied to the account whilst the sum owed is in dispute.
No emails received confirming bills but Castle are adamant that because there records show an email address, it must have been sent
August 5, 2026
Unprompted review
Reply from Castle Water
Hello Kevin,
Thank you for leaving us a review. We are happy to hear Jamie helped to review your account. Based on our records, invoices were issued to the email address that is registered to the account. As the email address held was valid, we rely on customers to let us know if their contact details change to help ensure important correspondence is received.
We appreciate your concerns and your account is being reviewed by the relevant team. If you have any further questions please do not hesitate to contact us via the case on your portal or our live webchat.
Kind regards,
Ellis
avoid using this company all costs they…
avoid using this company all costs they are terrible they're communication with their customers is terrible that they literally don't listen they don't help I would avoid avoid avoid
August 5, 2026
Unprompted review
Reply from Castle Water
Hello,
Thank you for taking the time to leave us a review.
We've passed your comments onto our team who will be able to investigate your account and will be in touch shortly.
Kind regards,
Ellis
I was very impressed with Tracey Arthur…
I was very impressed with Tracey Arthur attitude and professionalism today.
August 5, 2026
Unprompted review
Reply from Castle Water
Hello Mohammad,
Thank you for leaving us a 5-star review. We are happy to hear that Tracey provided professional service when resolving your query.
Kind regards,
Ellis
Jack Ford
Jack Ford, sorted my issue very quickly and made the whole experience very painless.
August 5, 2026
Unprompted review
Reply from Castle Water
Hello Liza,
Thank you for leaving us a 5-star review. We are pleased to hear that Jack was very quick at resolving your query.
Kind regards,
Ellis
Absolutely terrible experience.
Absolutely terrible experience.
We recently moved premises and were given a new account. Unfortunately, the new account was automatically set to paperless billing, and we were never aware of this or received any invoices.
A few months later, we were shocked to discover that the account had already been passed to a debt collection agency. Instead of being given the opportunity to pay the outstanding bill, we were suddenly facing a bill of nearly £900, including over £600 in debt collection fees.
I contacted customer service to explain that we had never received any invoices. Rather than trying to help, the representative was extremely rude and simply told me that if I didn't pay, they would disconnect our water supply.
We have always been willing to pay our genuine water charges, but it's incredibly unfair to send an account straight to debt collection when the customer was never aware of the invoices in the first place.
This has been one of the worst customer service experiences I've had. I sincerely hope the company reviews its billing and communication process so other customers don't end up in the same situation.
August 5, 2026
Unprompted review
Reply from Castle Water
Hello Mr Wang,
Thank you for taking the time to leave us a review.
We've passed your comments onto our team who will be able to investigate your account and will be in touch shortly.
Kind regards,
Ellis
Michelle Sek was very helpful
Michelle Sek was very helpful. I'm moving my business and wasn't sure if I needed to keep the direct debit going and she very quickly advised that I should expect a final bill and it will be collected using the direct debit after which I can then cancel.
August 5, 2026
Unprompted review
Reply from Castle Water
Hello Martin,
Thank you for leaving us a 5-star review. We are happy to hear that Michelle was very helpful when setting up your direct debit.
Kind regards,
Ellis
Excellent Customer Service
Spoke to Mr Thomas Mills and discussed concerns about an issue. He listened carefully and came to an arrangement which we felt extremely satisfied with. Thank you to Castle Water for employing such competent and correct advisors.
August 4, 2026
Unprompted review
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. We are happy to hear that Thomas was helpful and you were extremely satisfied with your query resolution.
Kind regards,
Ellis
Easy phone call wait time was ok and…
Easy phone call wait time was ok and the agent name rhys was very helpful.
August 4, 2026
Unprompted review
Reply from Castle Water
Hello Mohammed,
Thank you for leaving us a 5-star review. We are pleased to hear that Rhys was very helpful when resolving your query.
Kind regards,
Ellis
Robert was really helpful and friendly
Robert was really helpful and friendly. Thanks!
August 4, 2026
Unprompted review
Reply from Castle Water
Hello Mr Page,
Thank you for leaving us a 5-star review. We are glad to hear that Robert was very helpful and friendly when resolving your query.
Kind regards,
Ellis
I had a tricky enquiry and with Rhys…
I had a tricky enquiry and with Rhys help we came to a conclusions that solved things!
August 4, 2026
Unprompted review
Reply from Castle Water
Hello Claire,
Thank you for leaving us a 5-star review. We are happy to hear that Rhys was helpful when resolving your query.
Kind regards,
Ellis
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