OMG how I sympathise with all these poor reviewers, I can relate to just about everything they've written. Yes we inherited Castle Water too - would never have chosen them, have tried to leave them but can't - they are currently holding over £200 of our money on an immensely over estimate bill and was taken automatically. The over estimate in no way reflected any of our previous bills and despite giving them an accurate meter reading with photo which they accepted back in May this year we are still waiting for the refund, I have chased, phoned (only if you have an hour to spare each time you call and wouldn't mind as much if it would make a difference but doesn't ..) with absolutely no response, no apology and can't even be bothered to respond to my requests for their complaints procedure ... AVOID AT ALL COSTS. I feel so sorry for all the reviewers here, I can totally empathise especially when most of them like myself had no choice but for them to be our 'supplier' ..... If I could give NO STARS I would. More than happy to provide my name in my review - shocking company!