This company is terrible. Similar experiences to those mentioned before me. They DO NOT send letters out until its a final notice letter stating I owe £700+ when my actual water bill was £139. I am a small business consisting of 1 full time member, myself, and a second part time member - and water is literally only used for the bathroom. They claim it is my responsibility to be up to date with charges, despite not receiving any letters? And then slap you with extortionate late fees and interest charges which accrue daily!? I explained every single utility bill provider ALWAYS send me letters with invoices but castle water only send a single letter with a final reminder warning. Collections team are appalling and extremely rude, the advisor told me she will not be escalating my call to a manager when i requested this so i started to record the call and asked her "sorry so just to clarify you are refusing to escalate this call to a manager" her response "yes that is exactly what I am saying". Offered part payment and she refused this saying an engineer will be out to disconnect your water if full payment is not received right now. i said send him because i will not be paying these charges. Never in my life have i dealt with such a horrible company. I have spoken with CCW which i recommend to anyone having similar issues as they will support in escalating a complaints procedure.