UK Water Filters: most-reported complaints
Automated analysis of 331 public Trustpilot reviews published 2025-06-24 to 2026-09-08. TrustScore 4.8 from 9,920 total reviews — see the Trustpilot page. Quick answer: is UK Water Filters legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that the product was faulty, accounting for 52% of the 62 complaints identified. Support issues were the next most common concern, with 29% of complaints citing unhelpful assistance and 11% noting that support was unreachable. Additionally, 19% of reviewers stated that the item was not as described, often due to incorrect fittings. While reports of faulty products are rising, complaints about unhelpful support remain flat, and issues with unreachable support are falling.
How to reach UK Water Filters
These are the contact details UK Water Filters publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone (+44) 020 8761 6611, email [email protected], address 62 Tritton Road, London, SE21 8DE, GB.
The company claimed its Trustpilot profile on 2020-08-21, uses Trustpilot’s paid features, and last replied to a negative review on 2026-08-10. Trustpilot ranks it 5 of 15 in Water Purification Company. We last checked this profile on 2026-09-23 and found 12 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
Elsewhere: 4.9★ on Google (261 reviews)
TrustScore over time
4.8 → 4.8 across 15 census measurements since 2026-08-11. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-11 (100%, 0.1d) · 2026-08-14 (100%, 0.1d) · 2026-08-18 (100%, 0.1d) · 2026-08-21 (100%, 0.1d) · 2026-08-24 (100%, 0.1d) · 2026-08-27 (100%, 0.1d) · 2026-08-30 (100%, 0.1d) · 2026-09-02 (100%, 0.1d) · 2026-09-05 (100%, 0.1d) · 2026-09-08 (100%, 0.1d) · 2026-09-11 (100%, 0.1d) · 2026-09-14 (100%, 0.1d) · 2026-09-17 (100%, 0.1d) · 2026-09-20 (100%, 0.1d) · 2026-09-23 (100%, 0.1d).
Severity: 18% of this company’s 62 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In May 2021, 67% of 12 one-to-three-star reviews were 1★; in December 2025, 58% of 12.
Counted from May 2021 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 22.9 days between the experience and publishing their negative review (268 reviews record both dates).
What their policy promises
refund window: 90 days — meanwhile 5 reviewers in our census window reported refund delays.
“within the 90-day money-back guarantee window”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 375 negative reviews that received a public reply, the median wait was 0.5 days — the company profile reports an average of under a day.
Reply quality: of 375 company replies to negative reviews analysed, 73% engaged with the specific problem and 9% were generic templates.
7% of its 285 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: faulty product makes up 52% of this company’s complaints vs a 33% median across 62 ranked companies in its sector.
Review velocity: 1,142 of this company’s 9,920 Trustpilot reviews (12%) were written in the last 12 months.
What are the most common complaints about UK Water Filters?
Faulty product
32 reports · 52% of complaintsrising since 2026-04“To date, I haven't received an explanation for the added metals.”
The company replied on 2026-06-12: “17/06/2026 Dear Cinzia, We are truly mystified about this. We regularly test our systems and have never found any issue with contaminants. Our tap is lined with industry standard lining so no metals…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Two months later the same problem. I contacted UK water Filters and after email exchanges they more or less said the fault was due to the wiring in my van.”
The company replied on 2026-01-12: “Hi Mick The product recall for the 12V ballast unit is due to a (very) rare risk of fire in certain circumstances. This is a different matter to the one you experienced with your van setup. (That…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Customer service appalling. Advised them the cartridge had failed. They were not interested”
The company replied on 2025-06-30: “Hi Julierose, We are really sorry to hear about the issue We haven't been able to find a record of your previous order(s) on our system, so we have asked for further information via Trustpilot. Once…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
18 reports · 29% of complaintssteady“To date, I haven't received an explanation for the added metals.”
The company replied on 2026-06-12: “17/06/2026 Dear Cinzia, We are truly mystified about this. We regularly test our systems and have never found any issue with contaminants. Our tap is lined with industry standard lining so no metals…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Two months later the same problem. I contacted UK water Filters and after email exchanges they more or less said the fault was due to the wiring in my van.”
The company replied on 2026-01-12: “Hi Mick The product recall for the 12V ballast unit is due to a (very) rare risk of fire in certain circumstances. This is a different matter to the one you experienced with your van setup. (That…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Customer service appalling. Advised them the cartridge had failed. They were not interested”
The company replied on 2025-06-30: “Hi Julierose, We are really sorry to hear about the issue We haven't been able to find a record of your previous order(s) on our system, so we have asked for further information via Trustpilot. Once…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Not as described
12 reports · 19% of complaintssteady“Supplied filters with incorrect fitting despite being provided with photograph for matching.”
The company replied on 2025-12-24: “Hi Philip, We are sorry to hear this has been your experience These filters have been designed to fit both the 2 lug and 3 lug connection points, so they may look different but will still fit. I can…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
“Despite being advertised as a DIY installation, this is absolutely not the case.”
The company replied on 2026-02-02: “Updated reply 02/02/2026 Dear Victoria, Thank you for your patience while we investigated this matter. Our records show that the water filter was originally purchased in May 2024. However you didnt…”
Our classifier read this reply as a deflection.
“Didn’t come with required adaptor for connection to tap”
The company replied on 2026-07-06: “Updated Reply 06/07/2026 Dear Martin, Thank you so much for speaking with me on the phone earlier My apologies again for the warehouse mispick As agreed, I have sent the returns label to your email…”
Our classifier read this reply as a substantive response.
It promised: refund.
Support unreachable
7 reports · 11% of complaintsfalling“The product was defective and the company has not responded to my telephone complaint or emails.”
The company replied on 2026-07-20: “Dear Clive Further to our conversation I'm very sorry it turns out your messages didn't come through our main messaging system. Had they come through we'd have resolved this straight away. That's…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
“cant get anyone to fit only 1 quote”
The company replied on 2026-01-05: “Hi Wendy, I am sorry to hear that you havent yet been able to find a plumber to install your system December and January are very busy periods for most plumbers, but the good news is that our systems…”
Our classifier read this reply as a substantive response.
It promised: refund.
“Slick sales & marketing but sadly NON-EXISTENT customer support.”
The company replied on 2025-11-27: “- 28/11/25 Dear James It was a pleasure to talk to you today. I'm sorry for the original problems but thank you for letting me know it was resolved and for your feedback. Best wishes Jon ----- -…”
Our classifier read this reply as a substantive response.
Delivery failed
6 reports · 10% of complaintsrising since 2026-04“I was only sent a replacement cartridge for the shower filter but not the filter itself.”
The company replied on 2026-04-20: “- 19/05/26 Dear Swapna, Glad you received the missing goods. Unless we hear from you further we will now close this case. Repeated apologies for the original error Simon ======= - 22/04/26 Dear…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
“Product was not sent out or got lost waited 7 days customer waited 7 days no drinking watet”
The company replied on 2026-07-20: “Hi David, Thank you for your time on the phone just now. We were very sorry to hear that the original order had gone missing. The couriers are usually much more efficient than this! We are pleased to…”
Our classifier read this reply as a substantive response.
“After multiple emails and phone calls, and multiple deliveries of hoses and fittings, all of which were useless.”
The company replied on 2026-06-29: “Dear Geoff, Further to our conversation We are very sorry it didnt work out. The flexi hose you required was for a different system As per your conversation with my colleague the flexi hose for this…”
Our classifier read this reply as a deflection.
Refunds delayed
5 reports · 8% of complaintsfalling“After nearly a month I am still waiting for my full refund”
The company replied on 2025-12-03: “- 10/12/25 Hi Adam Further to my call today I just want to make sure you have received your refund back in your account now? Best wishes Jon - 03/12/25 Hi Adam, Your PayPal refund was processed…”
Our classifier read this reply as a substantive response.
It promised: refund.
“we couldn't get the UV filter to work without leaking.”
The company replied on 2025-12-01: “Dear Simon Thank you for your patience while we investigated. Everything points to the orings being in the wrong postion. (If the orings are sited correctly the system would not leak.) To make sure…”
Our classifier read this reply as a substantive response.
It promised: refund.
“promised over the phone and by email (multiple times)that a full refund will be issued but nothing has been refunded thus far.”
The company replied on 2025-10-07: “Updated Reply 07/10/2025 Hi Sarah, Thank you again for your time on the phone to me again earlier. As discussed, both the refund for the filter and the postage have now been processed. My sincerest…”
Our classifier read this reply as a substantive response.
It promised: refund.
Compare UK Water Filters with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-08.