After a long struggle to understand the reason why our direct debit was cancelled the team at Castle Water finally sorted it out with us. It is impossible to explain how complicated it was. Rachel Sha... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
Excellent service again today from castle water. as a business customer with multiple utilities accounts they are by far the easiest to deal with. Prompt to answer the phone, clear step by step assis... See more
Company replied
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. T... See more
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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
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Help via chat resolving an issue
Joe Murtagh helped me resolve a billing issue via chat and this was much appreciated. I find the customer online portal clunky, and have had a bad customer experience via phone in the past, but today's interaction with Joe helped to put that right.
24 June 2026
Unprompted review
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. We are happy to hear that Joe was helpful when resolving your query. If you have any further questions please do not hesitate to get in touch via the online chat.
Kind regards,
Ellis
Answered all the questions
24 June 2026
Unprompted review
Reply from Castle Water
Hi Chris,
Thank you for leaving us a 5-star review. It is great to hear that your advisor answered all your query questions.
Kind regards,
Ellis
Help me sort the issue I was having out
22 June 2026
Unprompted review
Reply from Castle Water
Hello Anthony,
Thank you for leaving us a 5-star review. We are pleased to hear that your advisor was helpful when resolving your query.
Kind regards,
Ellis
quick resolve and helpful assistant via…
quick resolve and helpful assistant via online chat.
24 June 2026
Unprompted review
Reply from Castle Water
Hi Sanjay,
Thank you for leaving us a 5-star review. We are glad to hear that your advisor was helpful and quick when resolving your query via the online chat.
Kind regards,
Ellis
amazing customer service
called customer services to speak about my invoice. Surprisingly short wait and Lewis Dorward was amazing, sorted out my query, no hassels.
24 June 2026
Unprompted review
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. We are happy to hear that Lewis provided amazing customer service when resolving your query.
Kind regards,
Ellis
Helpful Team of Staff
A helpful, friendly team of staff who are always willing to look into and resolve queries.
Thank you.
24 June 2026
Unprompted review
Reply from Castle Water
Hi Stacey,
Thank you for leaving us a 5-star review. It is great to hear that your advisor was very helpful, friendly and willing when resolving your query.
Kind regards,
Ellis
Excellent service thank you
Had to make some changes to my account.. The lady whom answered my call was brilliant, helped me sort out what I needed in matter of minutes.
10/10 service..
Sorry I can't remember her name...
She held my call at 10:15ish on Wednesday 24/06/2026.
Thank again
24 June 2026
Unprompted review
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. We are pleased to hear that your advisor provided brilliant service when resolving your query.
Kind regards,
Ellis
Help from Francesca much appreciated
Help from Francesca much appreciated
24 June 2026
Unprompted review
Reply from Castle Water
Hi Jane,
Thank you for leaving us a 5-star review. We are happy to hear that Francesca was helpful when resolving your query.
Kind regards,
Ellis
Meter reading issue.
Having a problem with meter reading issues I spoke to Carole Logan who was very efficient at sorting my problem quickly. What a very pleasant experience speaking to this knowledgeable and helpful lady. Friendly, patient and capable she put things right for me.
Thank you Carole.
23 June 2026
Unprompted review
Reply from Castle Water
Hello Eileen,
Thank you for leaving us a 5-star review. We are glad to hear that Carole was very efficient, helpful and knowledgeable when resolving your query.
Kind regards,
Ellis
I would avoid Castle Water.
I would avoid Castle Water.
When I took over my shop, I contacted Castle Water and set up a direct debit based on the annual bill they calculated for me, which was approximately £500 for the year. The charges were based on their estimate rather than a water meter, which I did not agree with, but I paid the amount requested and kept my account fully up to date.
Part way through the year, Castle Water suddenly recalculated my account and claimed I owed a further £400+. Without any meaningful explanation, they attempted to take £412 from my bank account by direct debit. This happened twice, and both payments were returned by my bank.
I opened a case with Castle Water to challenge how my bill had effectively doubled, but despite speaking to several people, nobody was able to provide a satisfactory explanation or resolve the issue. Eventually, because I was getting nowhere, I started making payments of £100 per month towards the disputed balance.
To make matters worse, despite me actively making payments, Castle Water has now added two separate late payment charges of £105 each. I find this completely unacceptable, especially given that the amount in dispute arose from their own recalculation and the lack of clear communication regarding my account.
My experience has been extremely frustrating, and I would not recommend Castle Water based on the way my account has been handled.
23 June 2026
Unprompted review
Reply from Castle Water
Hello,
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
Constantly over charge and then attempt…
Constantly over charge and then attempt to charge on top for late payment of bills being disputed after reads sent were ignored - so far 7 months in and had to correct/loose hours trying to speak with to sort errors made by Castle Water. Clowns.
Ps the response is also a lie, there has been no enquiry made to me through Trust Pilot
23 June 2026
Unprompted review
Reply from Castle Water
Hello Timothy,
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
Craig McWalter was very efficient and…
Craig McWalter was very efficient and polite. Sorted my problem immediately
23 June 2026
Unprompted review
Reply from Castle Water
Hello Bracey,
Thank you for leaving us a 5-star review. We are glad to hear that Craig was very efficient and polite when resolving your query.
Kind regards,
Ellis
Great Service
The call handler was really good — friendly, patient, and very helpful. They dealt with my issue quickly and made the whole call easy and stress-free. Great customer service
23 June 2026
Unprompted review
Reply from Castle Water
Hi Tanya,
Thank you for leaving us a 5-star review. We are pleased to hear that your advisor was very helpful, friendly and patient when resolving your query.
Kind regards,
Ellis
quick service no waiting on the phone
23 June 2026
Unprompted review
Reply from Castle Water
Hi Oliver,
Thank you for leaving us a 5-star review. It is great to hear that you did not have to wait on the phone and your query was resolved quickly.
Kind regards,
Ellis
Customer Service Experience.
Customer Service Experience.
I wanna give 5 stars to Michelle Sek for helping and personally taking care of a opened case that needed to be solved.
Thanks!
23 June 2026
Unprompted review
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. We are pleased to hear that Michelle was very helpful when resolving your query.
Kind regards,
Ellis
Christopher Milligan was very helpful.
Christopher Milligan was very helpful.
What was not good was being held on line for a very long time before I got to speak to anyone.
23 June 2026
Unprompted review
Reply from Castle Water
Hello Leonie,
Thank you for leavings us a positive review. We are glad to hear that Christopher was very helpful when answering your query. We strive to keep wait times as brief as possible and appreciate your feedback.
If you have further concerns regarding your account, please do not hesitate to contact us via the portal or using our live webchat.
Kind regards,
Ellis
agent was very helpful,
agent was very helpful,, thank you for sorting my issue!
23 June 2026
Unprompted review
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. We are glad to hear that your advisor was very helpful when resolving your query.
Kind regards,
Ellis
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. We are happy to hear that your advisor provided good service and was very helpful when resolving your query.
Kind regards,
Ellis
I contacted Castle Water and after…
I contacted Castle Water and after waiting over 20 minutes I got Mr. Ferguson to answer. He was very helpful and professional I wish that the Company would have been as good as him ! I send letters in the past and never got a reply🙈
22 June 2026
Unprompted review
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. We are happy to hear that your advisor was very helpful and professional when resolving your query. If you have any further question please do not hesitate to contact us via the portal or using our live webchat.
Kind regards,
Ellis
Chris Campbell
The Advisor, Chris Campbell was very helpful and resolved my issue.
22 June 2026
Unprompted review
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. It is great to hear that Chris was very helpful when resolving your query.
Kind regards,
Ellis
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