Frequently Asked Questions

Please contact us to order your replacement filter or parts. Please provide your account and model details for our team to process your order and arrange payment.

To ensure your water cooler remains clean, hygienic, and in excellent working order between services, we encourage customers to regularly wash drip trays and clean the dispenser's exterior. For detailed guidance on maintaining your machine, please visit our Product Support page.

The date of your machine's last service is on the sanitisation card at the back of your machine.

If you'd like to request a service outside of your regular servicing schedule please contact us.

If you've contacted us via email, you should have received a case reference. Please reply to the same email thread to log updates and ensure quick escalation if needed. If calling, provide your case reference so the agent can access your correspondence and assist efficiently. We’re here to resolve your request as promptly as possible.

Our safety and compliance documents are exclusively available to customers. Visit the Support page on the My Water Portal to download essential documents, including:

• RAMS (Risk Assessments and Method Statements)
• Insurance certificates
• Other necessary compliance certificates

We’re sorry to hear that your unit has arrived faulty or damaged. Please contact us with detailed information about the damage, and we will liaise with our stock team and courier to arrange a replacement to be shipped as soon as possible. We apologise for any inconvenience caused.

Our team strive to make sure our customers are able to use their hydration appliances with no hassle. In the event that an issue does occur, we have created a product support page for easy to solve faults – so you can get back up and running quickly.

Our product support page provides self-help tips for common products. For more complex dispensers such a Hot Water Boilers and Taps that require a technician, follow the steps below to prevent further damage or disruption before a technician visit.

Issue: Not Chilling

• Ensure the machine is plugged in and switched on.
• Allow time to re-chill after high usage.

• Check the machine is plugged in and switched on.
• Allow time to reheat after high usage.

• Confirm the mains water supply is running (check and adjust the isolation valve if necessary).
• Reset the water blocker lever if triggered (a water blocker is a safety device designed to stop water flow if an unusually high volume is detected).
• Check the LED display for fault indicators and contact us if needed

• Check the drip tray (empty if full).
• Ensure the external waste pipe is connected correctly.

Issue: Not Heating

• Ensure the machine is plugged in and switched on.
• Allow time to reheat after high usage.

• Check for broken levers or buttons.
• Isolate the machine to prevent further leaks.

• Empty the drip tray if full.
• Ensure the drip tray is properly aligned.
• Check for broken levers or buttons and isolate if necessary.

• Indicates a fault. Isolate the machine and contact us for further assistance.

• Turn the isolation valve to shut off the water supply.
• Drain the boiler by dispensing water until empty.
• Switch off the machine at the wall.

If you suspect contamination, call us immediately on 0333 600 1845 to speak with a technical team member.

If your issue isn’t listed or you’re still experiencing problems, please contact us and our team will arrange for a technician visit.

The best way to order more water is through our My Water portal, where you can place orders anytime or set up a subscription for scheduled deliveries. For added convenience, we can also arrange a regular call to take your order when we're in your area. You can also place an order through Live Chat by providing your delivery account number

If you have your Culligan Account ID & Web-ID you can easily set up your MyWater portal today. If you do not have these credentials you can find them on a copy of your contract or invoice or by asking a member of our team via Live Chat.

To activate your account on the MyWater portal, you'll need your delivery account number and unique WEB ID, both of which are available on your invoice or contract correspondence. If you manage multiple sites, use the invoice account number and WEB ID associated with all your linked delivery addresses to access them collectively. If you're unable to locate these credentials, you can contact us to request them or ask us via Live Chat.

Once your order has been placed—whether online, by phone, or email—please allow up to five working days for delivery to be completed. We kindly request that you wait until this period has passed before following up for an ETA (Estimated time of arrival) For a more convenient way to check your order status:

• Sign in to the My Water Portal.
• Navigate to the My Account section under My Orders, where you can view the status of orders placed both online and offline.
• A Delivery Status Video Tutorial is also available in the portal to guide you through understanding status updates.
• This allows you to access real-time updates quickly and easily at your convenience

We know that sometimes waiting isn’t an option, which is why we’ve partnered with DX Courier Service to provide a reliable and efficient Express Delivery Service. Whether you need your order sooner or want added peace of mind, our express option ensures your needs are met quickly and seamlessly. More Information on Express Delivery Service What is the Express Water Delivery Service? We’ve partnered with DX Courier Service to offer an Express Water Delivery Service designed to get water to you faster when you need it most. This service delivers 15-litre mineral water bottles, perfect for keeping you topped up until your regular order arrives. Please note that DX couriers do not collect empty bottles, as this is a temporary solution for urgent needs. Will You Collect the Empty Bottles? No bottle deposit is charged for bottles delivered through the Express Water Delivery Service. As DX do not collect these empty bottles, we kindly ask that you crush and recycle them responsibly through your local recycling service. Will They Fit My Water Cooler? Yes, these bottles are designed to fit any water cooler with a top-loading system. However, due to their slightly taller design, they are not compatible with bottom-loading machines. The bottles feature a moulded hygienic ring pull that needs to be removed before placing the bottle on your dispenser. Why Would I Use This Service? If you find yourself in an urgent situation—perhaps you’ve run out of water or forgotten to place an order—our Express Water Delivery Service is here to help. With DX Courier’s larger fleet, we can deliver your order within 48 hours directly to your doorstep. Please note that couriers do not install bottles on coolers or deliver to specific locations within your building. A DX tracking reference can also be provided upon request to keep you updated on the progress of your delivery. Why Are These Bottles More Expensive Than My Regular Bottles? The cost includes expedited delivery through DX Courier, which comes at a premium to ensure timely service. This option is designed for convenience in emergency situations and can be used as needed. How Can I Order This Service? Simply sign in to the MyWater Portal and navigate to the Water category. Select the product, check out, and choose your delivery address online. If you need delivery to an address not listed on your account, email us at [email protected], and our team will assist you.

Yes, you can set up a subscription through the My Water Portal. Once your subscription is active, you’ll receive an email notification based on the frequency you’ve selected. This notification will let you know that your order is about to be generated and delivered within the next five working days, giving you the opportunity to make any changes if required. You can download our subscription enrolment guide here.

Please contact our Consumables Team by telephone at 03336001845, option 2 followed by option 1 or contact us via Live Chat. As we route deliveries the same day for delivery within 5 working days, this ensures we can process your request before it’s scheduled. When contacting us, please have your account number and order reference handy, if available. To adjust the schedule of a subscription for future orders you can easily make changes via the My Water portal or through the scheduled email sent prior to order confirmation.

To cancel an existing order, please contact our Consumables Team on 03336001845, option 2 followed by option 1. Make sure to have your account number, order reference, and name ready, so we can process your cancellation as quickly and efficiently as possible. Please note that while existing orders cannot be cancelled online, future scheduled orders can be managed directly through the My Water portal or through your subscription email enrolment.

Culligan UK implements a bottle deposit system to promote sustainability and ensure the efficient return and reuse of water bottles. Here's how it works: Deposit Charge: When you order water, a deposit fee is applied for each bottle. This fee is charged at the time of your order. Returning Empty Bottles: After consuming the water, you can return the empty bottles. To facilitate this, you can specify the number of empties you have for collection on the checkout page of the My Water portal. Deposit Refund: The deposit is credited back to your account once the empty bottles are physically collected and processed. Please note that indicating the number of empties during checkout won't immediately adjust your cart total; the credit is applied after the collection is completed. Lost or Unreturned Bottles: If bottles are not returned, a lost bottle fee may be charged. This policy ensures the sustainability of the bottle reuse program, this applies to all contract types. By returning, sanitising, and reusing bottles, Culligan UK offers an environmentally friendly alternative to single-use plastics.

We understand that you may have empty bottles ready for collection, which usually means it's time to replenish your water supply. Our team will automatically collect your empty bottles during your next delivery, helping to reduce repeat visits, lower CO₂ emissions, and support our commitment to protecting the environment. When placing an order on the My Water Portal, you'll see a prompt on the checkout screen to enter the number of empties you'd like collected. Please ensure the delivery driver is aware of where to locate the empty bottles. If you have experienced a failed empty collection, please advise our Consumables team and we can arrange a collection. [email protected] Please note that smaller 12L Angel Bottles and Kingshill Mineral Water Bottles do not require collection. These can be crushed and recycled with your plastic waste.

If you registered your account online using your email address, click "Forgot My Password" on the login page. A password reset link will be emailed to you. If you don’t receive the link, check the following:

• Make sure you’re using the correct email address linked to your account.
• Check your junk or spam folder, as the email might be there. If found, mark us as a safe sender to ensure future messages reach your inbox.

If you're signed up for our mailing list, you may occasionally receive exclusive voucher codes to use at checkout on the My Water portal. To apply a voucher code: 1.Copy and paste the code into the designated box in your basket or during checkout. 2.If the code isn’t accepted, please check the following:

• Ensure the code is still valid and hasn’t expired.
• Verify that the code hasn’t already been used.

In the unlikely event that you receive an order you didn’t request, there could be several possible reasons. Please contact our Consumables Team at [email protected] and we will:

• Verify the name or source of the order.
• Investigate any subscription settings associated with your account.

To obtain a Proof of Delivery for water or consumables delivered by our Culligan drivers, please follow these steps:

• Log into the My Water portal.
• Navigate to 'My Account' and then select 'My Orders'.
• Find the order you are looking for. If it is marked as delivered, click 'View Order'.
• Next, select 'Order Shipments'.
• You will find a link labelled 'Tracking Number'. Click this link to view your Proof of Delivery document.

Our online portal displays the delivery address associated with the activated account number in our main system. You can order for multiple addresses within the portal by activating your invoice account number, which links all your sites. If your invoice account number is already activated but a delivery address is missing, please contact us. We’ll check our main system and ensure all addresses are linked correctly.

If you’re advised that your email address is already in use when trying to activate an account, this means you’re already registered and simply need to sign in with your email and password. If you’ve activated an incorrect address and need to change it, please contact our consumables team. They’ll amend this for you and help get you back on track. [email protected]

If your pricing appears incorrect online, please contact us, and we’ll investigate and resolve the issue for you.

We strive to ensure your account information is always accurate and up to date. If any of your details have recently changed, please contact us Thank you for helping us keep your information updated.

We welcome contract renewals and look forward to hearing from you! To renew your contract, simply contact us and one of our water experts will be in touch.

If you're looking to buy or rent an additional machine for a new or existing address on your account then please contact us and one of our water experts will be in touch to discuss your options.

To cancel your contract with Culligan UK, please contact us and a member of our Retention team will then follow up with you to assist further. Please note that, according to our standard terms and conditions, you are entitled to terminate your agreement by providing 30 days' written notice.

We take our customer feedback very seriously and have a small, dedicated Customer Complaints team who work hard to offer fantastic resolutions. To raise a concern, please contact us by selecting ‘make a complaint’ and a member of our Complaints team will be in contact.

If you're moving premises, we'll need to update your account and contract accordingly, ensuring we accommodate any scheduled deliveries or services. For Bottle-Fed Machines, you can typically take the machine with you. However, for Mains-Fed Machines, we will arrange the necessary relocation. Please contact us with:

• Your current address
• Your new address
• Your moving date
• Any other contact updates

We welcome upgrade enquiries and are excited to offer our customers the latest Culligan technology. Please contact us to explore options from our range, tailored to best suit your needs. We’ll also discuss pricing and update your contract accordingly.

If you are thinking of ending your free trial and need our products collected, please contact us and one of our team will be in touch to arrange the next steps.

We’re sorry to hear that your company has gone into liquidation and want to make this transition as smooth as possible. Please contact us with documentation from the appointed Administrator or Liquidation company, so we can liaise with them to arrange collection of our assets and discuss any financial matters.

We’re sorry to hear you’re still waiting for your equipment to be collected. If you’ve previously communicated with our team about terminating your contract, you should have received a unique case reference. Please reply to the same email thread to ensure your enquiry is directed to the correct team, who will have access to the relevant history to expedite resolution and provide accurate advice. If calling for assistance, please also quote your case reference.

Invoices are sent electronically to the email address provided during account setup. They include a link to access your invoice in the Accounts Portal, which is separate from the My Water Portal. For guidance on using the Accounts Portal, visit the Support section in the My Water Portal for step-by-step instructions.

If you have not received an invoice, it may be due to an incorrect email address on our system. Invoices that fail to send electronically are automatically sent via post. To validate your contact details or set up access to the Accounts Portal, please contact us. A member of the team will be happy to assist you and discuss your requirements further. To ensure our records remain accurate, please let us know as soon as possible if any of your contact details change.

If you have received your invoice and something doesn’t look quite right, you can raise your concern directly within the Accounts Portal by selecting ‘Dispute My Invoice.’ This feature ensures that all communication related to the specific invoice is logged in one place. A dedicated member of our team will review your concern and communicate with you through the portal to resolve the issue.

We offer multiple ways for you to pay for orders and invoices: Orders placed on the My Water Portal: You can pay via credit or debit card at checkout or opt to pay on your account and receive an invoice. Direct Debit: You can set up a Direct Debit for seamless payments or by using the text link provided within your invoice copies. Accounts Portal: Payments can also be made directly through the Accounts Portal. Over the Phone: For phone payments, please call 0333 6001845 and select Option 1 for our automated payment line. BACS Payments: You can pay via BACS. Please email your remittance advice to [email protected] to ensure your payment is processed promptly. Our bank details for BACS payments are: Account Name: Culligan(UK) Limited Sort Code: 40-11-60 Account Number: 01240668 These options provide flexibility to suit your payment preferences.

If you have already disputed a charge or invoice through the Accounts Portal, your request will be queued for processing. Our current processing time for credits is 20 days however we hope to resume to a normal period of 5 working days very soon. If you would like to check the progress of your request, please contact us ensuring you quote any case references if available.

If you've received an invoice with a missing or incorrect Purchase Order reference, please follow these steps to dispute it: Log in to the accounts portal. Submit a dispute, including the following details: The correct Purchase Order reference. The invoice value. Confirmation of the validity of the Purchase Order. Our team will review the information, update the invoice, and ensure it is correctly reflected on your account. If you need further assistance, don’t hesitate to contact us.

We issue invoices on the 16th of each month. For customers on Direct Debit, payments are collected on the 26th of each month.

In rare instances where a customer terminates a contract with us, there may still be outstanding charges that need to be settled to bring the account to a close. Additionally, there may be other scenarios or potential errors requiring resolution. To assist you, please log into our accounts portal and select the option to dispute the invoice. Kindly provide details of when your contract ended, and our team will investigate further. We will advise you if a credit is due and confirm when your account will be fully terminated.

Please contact us with your previous and new details and we will update your account information accordingly.

Our safety and compliance documents are exclusively available to customers. Visit the Support page on the My Water Portal to download essential documents, including:

• RAMS (Risk Assessments and Method Statements)
• Insurance certificates
• Other necessary compliance certificates

You can set up a Direct Debit online for seamless payments. The link is also included in all invoices.

To request a copy of your contract, please contact us with your account number and full address.

You can access copy invoices and statements on the Customer Accounts Portal. Refer to our Customer Accounts Portal Help Guide for assistance.

Proof of Delivery (POD) or service documents are automatically emailed to the contact registered on your account. To update or add additional contacts for these emails, please contact us. PODs for water and consumable deliveries can also be accessed in the My Orders section of the My Water Portal. For assistance with setup or navigation, refer to our Water and Consumables FAQ

A case reference is a unique identifier assigned to your enquiry or issue when it is logged in our customer support system, powered by Salesforce Service Cloud. This reference allows us to track, manage, and resolve your case efficiently. Why You’re Being Asked to Quote It:

• Quick Access: Providing the case reference helps our team locate your case details instantly, including all previous communications and actions taken.
• Accurate Support: It ensures that our team has all relevant information at hand, allowing for a faster and more accurate resolution.
• Consistent Communication: Referring to the case reference keeps your enquiry linked to the same thread, avoiding duplication or confusion.

You are receiving surveys from us as part of our commitment to improving our products and services. These surveys are designed to gather feedback on your recent experiences, helping us understand what we’re doing well and where we can improve. Key Reasons for Surveys:

• Customer Experience: To ensure we meet your expectations and provide the best possible service.
• Continuous Improvement: Your feedback helps us identify areas where we can enhance our offerings.
• Tailored Support: Understanding your needs allows us to develop better solutions and support.

We understand that some customers require prior notification before a delivery or site visit. We’re actively working to implement new technology that will improve communication around our services. We’ve listened to your feedback and are making this a priority. Behind the scenes, we’re working hard to introduce this enhanced notification service, which we plan to roll out in 2025. Thank you for your patience as we work towards providing a better experience