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Story summary
- Thames Water mistakenly debited £145,562 from north London resident Adam Bainbridge’s bank account.
- Thames Water returned the £145,562 to Bainbridge after identifying the error.
- Thames Water apologized unreservedly and offered a goodwill gesture to the customer.
- The incident coincided with an 84% rise in water-bill complaints and Ofwat’s permission for up to 36% hikes 2030.
- Thames Water, the UK’s biggest water firm, owes roughly £20 bn to lenders and seeks support.
