With reference to your story about United Utilities 'Water firm's £481m profit' (Guardian, June 8), customers are not getting good value for money.

There is constantly a 'passing the buck' that goes on at Unitied Utilities. No-one wants to take responsibility for customer queries or concerns; it takes weeks and weeks of constant calls or letters from customers to get anything done.

In the first instance when a customer calls United Utilites, they are greeted by someone at an Indian call centre and the advisors cannot understand us nor can we understand them. Many calls are made until finally we get hold of a British person who can understand and is willing to help.

This is one of the many 'cost cutting' exercises. By off-shoring the business, it means less pay-out by the company and more profit. What worries me is that because of the lack of understanding and communication it results in far more complaints than before and accounts being totally messed up because of lack of knowledge. Customers far and wide must be disgusted by the lack of customer service.

There seems to be too many companies involved and customers cannot just call their water provider for a simple and efficient result. It is ridiculous.

Get some of the profits put back into sorting out all the problems and back into the staff that work very hard on your behalf.

A Customer of

United Utilities