Resolving a complaint against a water company in England and Wales will be quicker and easier for customers under changes that have taken effect this month. Customers will no longer have to go to a separate adjudicator (WATRS) if a resolution cannot be found at an earlier stage. Mediation and final adjudication of a dispute will be managed by CCW, with independent support from the Dispute Resolution Ombudsman (DRO). The changes will address customers’ frustrations with the existing process by making it simpler to follow and reducing the amount of time it takes to resolve a complaint. CCW will also be able to provide more support and advice at each stage.