I have had an appalling experience with Castle Water from the very beginning. We went two years without receiving a single bill from them, only to be blindsided by an invoice for over £4,000, which even included charges for a property that wasn’t ours. It took them over 18 months to partially resolve the issue, yet the outcome was still unfavorable for us. To make matters worse, they grossly overestimated our water usage for a four-month period, claiming we had used more water than we had in the entire three years combined. This estimate was more than double our actual usage. When I questioned this and explained that we hadn’t been in the property long enough to use that much water, they dismissed my query and insisted I provide proof. I turned the question back on them, asking if they had proof of their estimate since they were the ones charging me. Instead of addressing the dispute fairly, they continued to pile on excessive fees and penalties, sending bailiffs to our business with a demand to pay £999 immediately or face having our water supply cut off. This bullying approach forced us to pay an additional £400 in needless fees. It didn’t end there: they also delayed for over a year and a half in removing a meter that wasn’t even on our property, promising to send someone to verify the situation with a warning that if I was incorrect, I’d be fined £95. When the inspector finally confirmed there was only one meter for our business, Castle Water still dragged their feet, with multiple staff claiming no recollection of the visit. Despite my diligent record-keeping—including meter readings and photographs—I found myself in constant disputes and was forced to bear the brunt of their mistakes and delays. Just when I thought things had finally been settled, they hit us with another surprise bill, claiming they couldn’t access the meter for a reading. They provided no prior notice of any intended visit, and their own staff had no explanation or record of this sudden charge. This entire ordeal with Castle Water has been an absolute nightmare for me as a small business owner. The anxiety and stress caused by their shocking service have affected my health, exacerbating my panic attacks and leaving me dreading each new bill or letter. I am deeply dissatisfied with the complete lack of accountability, professionalism, and respect from Castle Water. After two years of unresolved issues, I am now prepared to escalate this matter to the Water Ombudsman and will consider taking further action if necessary. If you’re a business owner considering Castle Water, I urge you to think twice before subjecting yourself to the financial and emotional strain this company has put me through. If you do not believe me I can give my account number.