Customer Charter
Customer Charter

Below is the B & V Water Treatment Customer Charter - our promises to you.

Please feel free to keep a copy of the charter - it is available to download on the right-hand side of this page.

Customer Charter

Doing all we can to exceed customers’ expectations through what we do best – water treatment.

Welcome to the B & V Water Treatment Customer Charter. This Charter aims to provide you with details of our commitments to you and how we intend to fulfil them.

You are encouraged to keep a copy of this Charter and measure our performance against it – we want to provide you with the best products, services and customer support possible and know that your feedback will be instrumental in achieving this.

The commitments we are making to you throughout every aspect of your service are as detailed on the following pages.

Please contact us at any point should you have a query contact us using the contact form on the side of the page and we will get back to you within two working days. 

Potential Customers

Whether you are asking for advice or inviting us to tender, we promise to maintain our reputation for impeccable service and quality. You will always be offered the solution that suits your site – you will never be persuaded to buy something that you don’t want or need when dealing with B & V Water Treatment. We encourage everyone to get in touch even if you are not a current or even a potential customer – we have a strong technical team and we’re happy to provide free, impartial and no obligation advice to anyone who needs it.

New Customers

Choosing a water treatment provider is no easy task and we know that it can be a delicate balance between value for money and effective water treatment management. Which is why, before anything, we would like to thank you for considering us. We hope that this is the start of a long and happy partnership.

We also appreciate how difficult the move from one supplier to another can be, which is why we promise to do everything we can to make that process easier for you. Every site is different so we will make sure we understand everything that we need to know before going forward.

Current Customers

We promise to always be innovative, using our Research and Development Team to find and generate the best products and services to suit you. We want your site to be as environmentally aware and efficient as possible whilst getting the very best return on investment, so we promise to do whatever we can for you to make that a reality.

Whether you have a question, issue or you just need some advice, please contact your Account Manager as often as you want – that’s what they’re there for! We know communication is the key to a great customer-supplier relationship.

Health & Safety

The protection of your brand is vital to us and we understand that good health and safety practises are crucial to ensure that the reputation of your company is upheld. We take our responsibility regarding the extreme importance of helping you to maintain good quality water hygiene seriously, and apply good health and safety practises throughout all of our processes.

Many of you are using water treatment products and/or services to ensure your compliance with ACoP L8. We promise to provide you with the service and advice required in order to make this as stress-free as possible. B & V Water Treatment industry experts are always available to explain any aspect of ACoP L8 to you. If you are a new customer we will review the current water treatment regime on your site and work with you to identify and manage any potential issues.

We also offer training courses so that you can ensure you’re always up-to-date with the latest legislation and the risk legionella poses. These courses can be bespoke and held on your site (or anywhere you would like!) to ensure you get the information you need.

If Things Go Wrong

Although we do everything within our power to get things right every time, we appreciate that occasionally this might not happen. No problem is too small – please let us know if you are unhappy in any way with the service you have received. We assure you that the problem will be rectified as soon as possible. You will also be provided with evidence of how the problem was resolved and the steps implemented to safeguard against a reoccurrence. We are setting ourselves a continuous target - that every complaint, problem or issue will end with an ultimately satisfied customer.


Our responsibility to the environment is taken seriously - the products and services we offer will directly reduce your environmental impact as well as our own. We will continually add products and services to our range that will find new ways of helping your site to become more environmentally friendly. When on your site, if we see an area where one of these products or services can be applied for environmental improvement, we promise to recommend it to you.

Value for Money

You will receive value for money in everything we do for you. Every aspect of our work is carried out with the upmost care and attention and we pride ourselves on the quality of our products and services. Water treatment is an area in which you need to have total trust in your supplier – you will get that trust with B & V Water Treatment. Your investment will go towards ensuring your site is safe, efficient and well looked-after.

Return on your investments is something we take seriously and if we identify areas on your site where significant cost savings could be made we will always let you know.


We are always ready to visit you on site and, although we appreciate how busy you are, we also know that sometimes it’s great to be able to talk to someone face-to-face about your site. If you do decide to contact us by phone or email, however, we will respond to your query as quickly as possible.

We promise to publish the results of quarterly customer feedback reports on our website so you can see how we are doing. If you who sign up to the mailing list on our website you will receive an email notification and link whenever these are published.

It goes without saying that no matter who you are, whether you’re a big or small site, you will always receive the most suitable services and products we have to offer at the best price. As always, this is accompanied by our unsurpassed technical support.

Thank you for reading through the B & V Water Treatment Customer Charter. If you have any questions or queries regarding this document please contact us using the contact form on the side of the page and we will get back to you within two working days. 

digital Useful water treatment links

There are a number of important documents relating to water treatment and management schemes. To help you find this vital information please find links to those documents that we consider important when considering your water treatment regime and responsibilities. If you would like any further guidance on the content of these documents please contact us and a member of our technical team would be happy to talk to you. 



  • 1334590753
  • 1334590730
  • 1334590706
  • 1334590681

Contact Us

Please use this form to contact us with any enquiry or comment you may have. We will endeavour to get back to you within 2 working days.

Please tick this box if you would not like to receive further information from B & V Water Treatment (this does not include communications related to your enquiry)

Mailing List Sign Up

Connect with us