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Frequently Asked Questions

About aqua

What are aqua credit cards?

aqua has said YES to over 750,000 customers in the UK. aqua was launched in 2002 with the aim of helping people who may have been refused credit or overlooked by other credit card companies in the past. aqua credit cards are designed to be straightforward and could give you the credit you need and can afford.

Does aqua subscribe to any codes?

aqua cards are issued by NewDay Ltd. NewDay Ltd is a member of the Finance and Leasing Association (FLA) and it subscribes to the FLA’s Lending Code. Copies of the FLA’s Lending Code can be obtained from www.fla.org.uk. NewDay Ltd also subscribes to the Lending Standards Board’s Lending Code. Copies of the Lending Code can be obtained from www.lendingstandardsboard.org.uk/

aqua classic credit card

The aqua classic credit card gives you a very competitive rate of just Representative 35.9% APR (variable).

It all means you could enjoy a sensible credit limit, manageable monthly repayments and have the opportunity to improve your overall credit rating.

As well as giving you the opportunity to improve your overall credit rating, the aqua Classic credit card gives you:

  • No annual fee
  • A Mastercard that is accepted at more than 32 million places worldwide
  • An initial credit limit between £250-£1,200
  • SMS reminders so you need never miss a payment
  • Our UK-based customer helpline
  • Manageable monthly payments and ability to change your payment date
  • Online account management


What’s so good about the aqua advance credit card?

The aqua advance credit card allows you to reduce your interest rates by 15% over three years, and can help you to improve your credit history.

Here’s how aqua advance works. You start with 34.9% APR representative (variable), but you’ll soon get the chance to reduce your rate of interest by up to 15% over three years. Just make sure you pay at least the minimum amount due on time and keep within your credit limit, and at the end of three years you could enjoy an APR of just 19.9%. But that’s not all. It will also have a very positive effect on your credit rating.

You also enjoy:

  • No fees on purchase abroad
  • An initial credit limit between £250-£1,200
  • SMS reminders so you need never miss a payment
  • UK-based customer helpline
  • Manageable monthly payments and flexible payments


Why is the APR offered on the aqua credit card higher than those for some other credit cards?

We are experts in offering credit to customers who may have been declined for a credit card elsewhere, so you should have a better chance of being accepted. We responsibly look for reasons to accept many people who may have a bad credit history, no credit profile, or no credit in the past. We have been able to help customers in a variety of financial circumstances, not only those people with a poor credit rating.


What’s so good about the aqua reward credit card?

At aqua, we believe that sensible spending and account management deserves to be rewarded, so with the aqua reward card we'll give you 0.5% cash back on all your purchases (up to a maximum of £100 each year). Here's how aqua reward works. Providing you've been managing your account well by paying at least the minimum amount due on time and keeping within your credit limit, you'll receive 0.5% cash back on all your purchases up to the maximum above. You will also enjoy:

  • No foreign currency exchange fees making it free to make purchases abroad
  • An initial credit limit between £250-£1,200
  • SMS reminders so you need never miss a payment
  • UK-based customer helpline
  • Manageable monthly payments and flexible payment options.


What’s so good about the new aqua start credit card?

The new aqua start credit card is a way to help you get credit – and give you the opportunity to build your credit rating at the same time. We always look for ways to say YES responsibly, even if you’ve been refused credit in the past or never had a UK credit card before. And because we’re a responsible lender, we’ll never lend more than we think our customers can afford.

With an aqua start credit card, you can make the most of valuable tools – like text reminders of payment dates, free unlimited access to your credit report and score (worth up to £50 per year), and friendly UK-based call centres – that help you to manage your money. Plus, with a low manageable credit limit, it all means that you can get a foot on the ladder to start building a strong credit rating.


Using your aqua card

Why can’t I update my contact preferences or personal details? 

To update your contact preferences or personal details you’ll need to activate your card first. If you’re a new customer, your card will be with you within 7-10 working days of your application. To activate your card please call the activate line Charges apply see contact us for details.


I need to activate my new card. How do I do this?

You can activate your aqua credit card within just a few minutes by calling the Card Activation Service. A member of our customer services team will go through a short checking procedure before activating your card for you.
Please also remember to sign your new card with your usual signature immediately.

I have received my card but don't have a PIN. What should I do?

Your PIN will be sent out separately so you should receive this within the next few days. If you don’t receive this, please call Customer Services.

I have received my PIN but would like to change it. How can I do this?

You can change your PIN by using a PIN change facility on any ATM machine offering PIN services option. Just insert your aqua credit card and follow the instructions on screen. Any PIN change is live with immediate effect for both cash withdrawals and purchases. 

I have forgotten my PIN. What should I do?

To ask for a new PIN, please call Customer Services. We’ll send it to you by post.

I want to buy something on the Internet, but I've been asked for my security code. What is this?

The Card Security Code is the last three digits that appear on the back of your card, on the top right hand corner of the signature panel. You'll generally only need it when you're paying for something over the telephone or on the Internet.  You should only ever give out this information when you are sure of the credentials of the person or website asking for it.

Can I use my card abroad and will I be charged for this?

Your aqua credit card is accepted in 32 million places and 600,000 cash points around the world. Please remember that when you pay for anything in a foreign currency, depending on the type of aqua card you have, you may incur a charge and this will be added to your purchase and will not appear separately on your statement. Please see your credit card terms and conditions for further information.

What happens if I lose my card while I am abroad?

As soon as you realise that your card is missing, please call our Lost and Stolen Helpline immediately. At aqua we like to help our customers whenever and wherever we can, you can even ask the operator to reverse the charges to this number.

Can I use my card to withdraw money from a cash machine and is there any charge?

Yes. You can use your aqua credit card anywhere where you see the Mastercard symbol. Interest and fees are charged from the day the cash withdrawal appears on your account. There’s also a cash fee of 3% (minimum £3) for using your card to withdraw cash.

Is there a limit to the amount of cash I can withdraw?

You may be able to take up to £300 a day depending on your credit limit.  Please ensure you stay within your credit limit.   Remember that a fee of £3 or 3% of the amount (whatever is higher) will be applied to each cash transaction and interest will also be charged from the date the transaction is added to your account (usually the next working day), both of which could take you over your credit limit.

Statements and payments

Why can’t I see my available to spend or my credit limit? 

You’ll be able to see your available spend and credit limit as soon as you activate your card. If you’re a new customer, your card should be with you within 7-10 working days of your application. To activate your card please call the activate line. Charges apply see contact us for details.


I recently applied for an aqua credit card and was accepted. Can you tell me what my credit limit will be?

We offer a sensible initial credit limit of between £250 and £1,200 (or £100 and £300 for aqua start) depending on your individual circumstances and what we believe you can afford to repay comfortably.

Can I ask for my aqua credit limit to be increased or decreased?

Yes, you can ask for your credit limit to be increased or decreased. As a responsible lender, we monitor accounts on an ongoing basis to see how you're getting on.

It's important that you make your monthly payment on time and keep within your credit limit as this may affect our decision. We need to see that an account is well managed and payments are made on time over a number of months before we can offer you a credit limit increase.

You can reduce your credit limit at any time, simply call Customer Services.

Is there anything I can do to ensure my credit limit can be increased?

aqua offers credit with affordable monthly repayments. By making your monthly payments on time and keeping within your credit limit this will show that your account is being well managed.


What happens if I go over my credit limit?

You can set up our free text/SMS alert service to receive a message if you’re getting close to your credit limit. If you go over your credit limit at any time during the month you will be charged a fee of £12. This will appear on your next statement.

How often do I have to make a payment?

Each month you'll receive a statement from us showing where and when you used your aqua credit card, together with the amounts you spent. You have to make at least the minimum payment of your outstanding balance every month, which is an amount equal to the total of any interest, default charges plus 1% of the balance shown on your statement (minimum £5). If your balance is less than £5 then you must repay the full amount. As an aqua customer, you can also enjoy the benefits of choosing a monthly payment date to suit your personal circumstances.

What should I do if I don't receive a statement each month?

If you have a balance you should receive a statement every month.  If you have a balance and you have not received a statement, please call Customer Services who will be able to help you. Alternatively, you can register for eStatements through Online Servicing, and we will notify you when your next statement is ready to view.

Can I change the day that my payment is due?

As an aqua customer, you can enjoy the benefit of choosing a monthly payment date to suit you. What’s more, you can change this up to two times a year.

I have lost a statement. Please can you send me a copy?

Please call Customer Services and they will be able to help you. There is an admin charge of £5 for duplicate statements.

How often will I receive a statement for my aqua credit card?

You will receive your aqua credit card statement monthly when you have a balance, or if there is any activity on your account.

Where on my statement does it tell me how much I need to pay, what my credit limit is and how much credit I have available?

To check your repayments, credit limit and how much credit you have available, please look at the SUMMARY OF YOUR ACCOUNT. You’ll find it on the first page of your statement. It provides a quick overview of your account and shows all of these things.

If you have any questions about these, please feel free to call Customer Services.

How long does it take after I make a payment before I can start using my aqua credit card again?

If you have not already reached your credit limit and have available credit you can continue using your card. If not, please allow up to 7 working days for your payments to clear before you try to use your aqua credit card again.

Can I change the date that my statement is sent?

As an aqua customer, you can enjoy the benefit of choosing a monthly payment date to suit you. What’s more, you can change this twice a year free of charge.

Can I make more than one payment each month?

Yes. Just make sure that you make at least the minimum payment each month, which is an amount, equal to the total of any interest, default charges plus 1% of the balance shown on your statement (minimum £5). If your balance is less than £5 then you must repay the full amount. Your payments must have cleared by the due date that appears on the statement.

Can I still make a payment even if I don't receive a statement?

If you have a balance on your account, or if there is any activity on your account, you should receive a statement each month. If you don't please call Customer Services. You must still make your payment by the due date.

You can make payments at any point during the month even if you haven't received your statement. You can also make more than one payment a month. Just remember to make sure you pay at least the minimum payment each month by the due date, which is an amount equal to the total of any interest, default sums plus 1% of the balance shown on your statement (minimum £5). If your balance is less than £5 then you must repay the full amount.

Do I have to pay everything I owe on my aqua card each month?

As an aqua customer, we always aim to ensure you can meet your monthly repayments comfortably. Each month you'll receive a statement from us showing where and when you used your aqua credit card, together with the amounts you spent. You can choose to pay the full amount or any other amount you wish as long as you make at least the minimum repayment which is an amount equal to the total of any interest, default charges plus 1% of the balance shown on your statement (minimum £5). If your balance is less than £5 then you must repay the full amount.

Can I pay by Direct Debit?

Yes. You have the choice of being able to set up a Direct Debit to cover at least the minimum payment, the full amount due, a percentage of the balance or a set amount each month (where this is less than the minimum payment shown on your statement, the minimum due will be collected). You can set up a Direct Debit via Online Account Manager or by calling Customer Services.

How do I find out when my payment is due each month?

You can find out when your payment is due on your monthly statements. Just take a look at the SUMMARY OF ACCOUNT on the first page of your statement. But don't forget, as an aqua customer, you can enjoy the benefits of choosing a monthly payment date to suit you.

What is the postal address for aqua card payments?

aqua Card Services

PO BOX 172

Sheffield

S98 1JT

Please remember to allow 7 working days for your payment to reach us.

How can I make payments?

You can pay online, by cash, cheque, phone or post – whichever works best for you. Or, if you prefer, you can pay by Direct Debit to cover at least the minimum payment, a set amount, a set percentage of your balance or the full amount due. You can set up a Direct Debit via Online Account Manager or by calling Customer Services. We also accept payment using the Faster Payment Service (FPS).

Please remember that if you cannot make your payments for any reason, please let us know as soon as possible. Please call Customer Services and we will do what we can to help.

How are payments assigned against the amount I owe aqua?

We charge different interest rates according to the different ways you use your aqua credit card, for example the interest rate charged for cash withdrawals is different to the interest rate charged for purchases. Whenever you make a payment to your account, we pay off amounts charged with the highest rate first, then those amounts with interest at the next highest rate, and so on down to the lowest rate of interest.

I can't afford to make a payment this month. What should I do?

If you cannot make a payment for any reason, please call Customer Services as early as possible and we will do what we can to help.

If you are struggling from financial difficulties you may benefit from some free and impartial advice. You can contact the National Debt Line on 0808 808 4000 or online at http://www.nationaldebtline.co.uk/


What happens if I don't make a payment or my payment is late?

If you don't make at least the minimum payment by the payment due date, as shown on your statement, you will be charged a late fee of £12.

Please remember if you can't make a payment for any reason, please call Customer Services as early as possible and we will do what we can to help.

If you are struggling from financial difficulties you may benefit from some free and impartial advice. You can contact the National Debt Line on 0808 808 4000 or online at http://www.nationaldebtline.co.uk/


What rate of interest am I paying for my aqua credit card?

You can find the rate of interest on your statements. Just take a look at your SUMMARY OF CHARGES section which appears on the first page of any aqua statement.

Can I transfer the balance from another credit or store card onto my aqua credit card?

Yes, you can transfer balances from most credit cards, store cards and some charge cards. Each transfer must be a minimum of £100. Each time you make a balance transfer you’ll be charged a minimum of £3 or 3% of the balance transfer value, whichever is greater. You can transfer balances from as many other cards as you want up to your available credit limit.


How can I check my balance transfer has been successful?

Once we’ve approved your request to transfer a balance, it usually takes just one working day to reach the lender holding your other account. You should continue to make payments to your other credit card issuer(s) until your balance transfer is processed, they receive payment from us, and your transferred balance appears on your statement.

Can I receive statements electronically?

Yes, you can now choose to turn off paper statements. Simply go to the 'Statement Preferences' section of Online Account Manager and switch to eStatements.


Managing your account


Can I have more than one cardholder on my aqua credit card account?

Yes, as long as they’re aged over 18. All you need to do is ask. It’s completely free of charge and is simple to arrange, call Customer Services for more information.

I need to order a new card. How do I do this?

It’s easy. Just call Customer Services and ask for a new one.


My aqua credit card runs out soon. What should I do?

If your account has been kept in good order, we'll automatically generate a new card 4-6 weeks before your card expires.


I would like to close my aqua credit card account. How do I do this?

Please call Customer Services.


Can I access my card details online?

Yes, just click on 'register' or ‘Sign in’ on the home page.


How do I tell you if I move house?

You can either edit your personal details in Online Account Manager or call Customer Services or write to:

aqua Card Services

PO BOX 172

Sheffield

S98 1JT

Please tell us your new address before you move house.


I would like to be removed from aqua's mailing list. How do I do this?

If you no longer wish to receive communications from aqua, please call Customer Services and we will request your details are removed. It can sometimes take up to two months for this request to be updated on our systems and therefore it is possible you may still receive mailings until this time. If you would like your name to be removed from postal mailings generally, we suggest you visit the Mailing Preference Service website at mpsonline.org.uk


I would like to make a complaint. How do I do this?

Should you wish to make a complaint, you can do so in writing to the following address:


aqua Customer Services

PO BOX 173

Sheffield

S98 1JW


I've lost my aqua credit card. How do I report this?

As soon as you realise that your card is missing, please call Customer Services immediately. 

What should I do if my card is lost or stolen?

As soon as you realise that your card is missing, please call our Lost and Stolen Helpline. The lines are open 24 hours a day, 7 days a week. At aqua we like to help our customers whenever and wherever we can, you can even ask the operator to reverse the charges to this number.

I have received an e-mail from aqua asking for personal details. Is this secure?

We will never ask you to supply personal details in emails. If you do receive a request like this or are worried about the content of emails you receive from us, please let us know straight away by calling Customer Services.

What guarantees can aqua give me that my credit card details are secure?

You can be safe in the knowledge that we use the latest technology to keep your details secure and have dedicated teams to monitor account activity and intercept any suspicious transactions. If you’re unsure whether a transaction that appears on your statement is authentic, please call Customer Services and we’ll investigate further on your behalf.

You can also do your bit to keep your identity safe from theft:

  • Always tell us if you’re moving house
  • Keep your statements and receipts safe or dispose of them securely
  • Never give your PIN to anyone else, not even one of our customer services advisors


I'm worried that my card has been used by someone else. What should I do?

We have dedicated teams to monitor account activity and intercept any suspicious transactions. If you’re unsure whether a transaction that appears on your statement is authentic, please call Customer Services.

I'm worried that someone else may be using my personal details to apply for credit. What should I do?

If you’re suspicious that your personal details may have been used fraudulently, please call Customer Services.


I need to make a claim on my Payment Protection Insurance. How do I do this?

You should have all the claim information in the packs sent to you, alternatively you can call Customer Services.

aqua secure

How does aqua Secure work?

When you make a purchase online, aqua Secure issues a receipt to the retailer at the end of the checkout process. The receipt includes details of your current purchase, such as the retailer's site name, purchase amount, and the date of the purchase. You will get a page with a “Processing….” message after you have entered your payment details. However, in some cases, you may be required to give further information to verify your card details.


How does aqua Secure protect me?

aqua Secure helps to ensure your transaction is more secure. We use a security system that runs behind the scenes while you shop online, helping to prevent unauthorized use of your aqua credit card.


Will I need to apply for a new card to use aqua Secure?

There’s no need to apply for aqua Secure. It’s a free service designed to protect all our customers when shopping online with their aqua credit card.

How much does aqua Secure cost?

aqua Secure is a free service available to all aqua customers.


Can I use aqua Secure from any computer? What browser do I need to use?

Just make sure you have one of these browsers:

Windows Microsoft® Internet Explorer 5.5 and above

Windows Netscape Navigator® 7.1 and above

Windows AOL® 9

Windows Firefox® 1.0, 2.0 and 3.0

Opera® 9.5

Macintosh Safari®.


Where can I view the terms and conditions applying to the use of the aqua Secure service?

To view the aqua Secure conditions, please go to the terms of use page.

I have more questions. Where can I get more help and information on aqua Secure?

For more help and information, call the aqua helpdesk who will be pleased to assist you. The number is on the back of your card.

What if I have software that blocks pop-up boxes?

Some software may not allow pop-ups. If you have this software installed you must disable it or change the settings to allow pop-ups for aqua Secure to operate correctly.


What should I do if I am purchasing online but the aqua Secure summary box does not appear?

It may be that the retailer does not use aqua Secure yet, but you will still be able to purchase at these retailer's site. Simply follow the retailer's normal checkout process.


How many online retailers currently participate in the aqua Secure Service?

The numbers are always growing. There are already many online retailers who participate in the aqua Secure service. We look forward to adding even more.

aqua Credit Checker


What is aqua Credit Checker?

aqua Credit Checker is a service for aqua customers that offers you free, unlimited access to your credit report, powered by Noddle. As an aqua customer, you’ll also have access to two premium services; Noddle Alerts & Noddle Improve – which normally cost £20 and £30 per year (the whole package, including credit report and premium services, is worth up to £50 per year.)


What is the relationship between aqua and Noddle?

aqua believes strongly that giving you access to your credit report and credit score, together with practical tips on how to improve it, will help you in taking control of your credit rating and give you the chance to start building a better financial future. Therefore, we have partnered with Noddle to offer you, aqua Credit Checker, for free.


What is Noddle Improve?

It is a premium service that gives your credit score, as well as personalised tips on how to improve it. (Normal cost £30 per year).


What is Noddle alerts?

It is a premium service that provides weekly emails highlighting any significant changes to your credit report, helping to prevent identity theft. (Normal cost £20 per year).


What is my credit score?

Your credit score is a number made up from a range of different factors and is used by lenders to determine whether they think you will be able to afford to repay the credit.

Credit scores are measured by lenders in different ways, and there’s no such thing as a universal “perfect score”. Your credit score will impact the kind of financial products you are eligible for. Customers with a higher credit score will normally have access to a broader range of credit products. As such, being aware of what affects your credit rating can be instrumental in boosting your score.


Do all lenders use the same score?

No. There's no such thing as a universal “perfect score”.  Different lenders take different factors into consideration when assessing applications.


Are aqua allowed to pass my details to Noddle?

Noddle power aqua Credit Checker, which is a service offered to you by aqua. By agreeing to our Privacy policy as part of the application process, you have given necessary consent to allow us to offer this benefit to you through Noddle.


When will I be able to access aqua Credit Checker?

We will send you an invitation email no more than 4 weeks after account opening or after you requested aqua Credit Checker from our website. The invitation email will provide a link to sign up for aqua Credit Checker and to see the Terms & Conditions that apply.


How often will my credit score be updated?

You can access your Noddle credit score via aqua Credit Checker. Your Noddle credit score is updated monthly just like your Noddle credit report. If you've not logged in for more than 30 days Noddle will send you an email to let you know your new report is ready, and when you log in you'll be able to see your new report and credit score.

Remember it can take up to 12 months for any changes in your circumstances to impact your credit score.


How long will my aqua Credit Checker account remain open?

Customers

Your aqua Credit Checker account will remain available for as long as your aqua card is open and being actively used. Please see the Terms & Conditions for further information.

Declined Applicants

Your aqua Credit Checker account will remain open for as long as you want it. If you become an aqua customer in future, then you will become eligible to receive the two premium services for free.


Will I lose Noddle Improve and Noddle Alerts if I close my aqua card?

On closing your aqua card, your aqua Credit Checker account will convert to a Noddle account – with the same log-in details. If you held the two premium services for free, Noddle Improve and Noddle Alerts, then these will continue to run for free until their yearly anniversary – at which point you would need to pay for them should you wish to keep them running on your Noddle account.


Who should I contact if I have queries regarding my aqua Credit Checker account?

All queries should be directed to Noddle via contact@noddle.co.uk or by using the “Contact Us” link on the bottom of each screen of your aqua Credit Checker account. Alternatively, you can talk to Noddle through their Facebook or Twitter accounts.

Can my additional aqua cardholders benefit from aqua Credit Checker?

No, access to aqua Credit Checker is available only to the main aqua cardholder.


I am a new customer but I haven't received any email/I deleted my invitation email to aqua Credit Checker in error

That’s not a problem; you can request an email including a registration link to aqua Credit Checker by phoning Customer Services.


I am an existing aqua customer, am I eligible for aqua Credit Checker?

Yes. You can request aqua Credit Checker for free by contacting Customer Services.


I already have a Noddle account, can I still get free access with aqua Credit checker?

Yes, you will however be required to sign new T&Cs. If you already have either or both premium services, there will be no refund for the cost of these. However, at anniversary these will become free (if eligible). If your Noddle account has no premium services presently, these will be added to your account for free on signing the new T&Cs.


I lost my aqua card, will this affect my aqua Credit Checker account?

No, your aqua Credit Checker account will have its own username and password (set by you at registration). If you feel this has been compromised, please contact noddle via password@noddle.co.uk or by using the “Contact Us” link on the bottom of each screen of your aqua Credit Checker account.

Please contact aqua Customer Services to report all lost and stolen cards.


I keep receiving marketing messages/newsletters from Noddle?

In providing aqua Credit Checker, Noddle seek to provide relevant messages and offers to you. If you do not wish to receive these messages anymore, you can change your consent at any time by contacting noddle via contact@noddle.co.uk or by using the “Contact Us” link on the bottom of each screen of your aqua Credit Checker account.


Who is NewDay?


Who is NewDay?

On 1 April 2014, SAV Credit Limited became NewDay Cards Ltd and Progressive Credit Limited became NewDay Ltd, part of the NewDay group of companies, one of the largest providers of credit and store cards in the UK.

NewDay is a fresh, new alternative in financial services and one of the UK's fastest growing companies, welcoming over one million new customers last year. We provide credit and store cards for these retail partners: Debenhams, House of Fraser, Laura Ashley, Topshop, Topman, Burton, Wallis, Miss Selfridge, Evans, Dorothy Perkins, Outfit and Harvey Nichols. Our consumer brands include the aqua, marbles and Opus branded range of credit cards.


Who is NewDay regulated by?

NewDay Ltd is regulated by the Financial Conduct Authority, which has replaced the Office of Fair Trading (OFT) as the regulator of consumer credit.  


What other brands is NewDay Ltd associated with?

NewDay Ltd provide credit and store cards for retail partners: Debenhams, House of Fraser, Laura Ashley, Topshop, Topman, Burton, Wallis, Miss Selfridge, Evans, Dorothy Perkins, Outfit, Russell & Bromley, and Harvey Nichols.

NewDay Ltd's consumer brands include the aqua, marbles and Opus branded range of credit cards.


PPI policy with aqua


How do I find out if I have a PPI policy with aqua?

If you have any concerns regarding Payment Protection Insurance (PPI), we’re committed to making the journey as easy as possible.
It’s easy for you to contact us directly so you don’t need to use a Claims Management Company (CMC). If you are considering using a CMC to pursue your complaint, we would advise against this. All complaints are treated the same way, whether received directly from our customers or through a CMC and they may charge you a fee


If you’re unsure whether you have a PPI policy with aqua, please call or write to us and we can check our records for you.
We’d like to discuss the details of your complaint with you directly so your concerns can be resolved as quickly as possible. You can call Customer Services (Monday to Friday 8am to 9pm, Saturday 9am to 5pm and Sunday 10am to 6pm) or write to us at aqua Customer Services, PO BOX 173, Sheffield, S98 1JW.


If you already know you have a PPI policy with us and want to make a complaint, here’s what you need to do:

1. Download and complete a PPI Consumer Questionnaire Form
If you decide you want to proceed with your complaint, download the PPI Consumer Questionnaire and fill in the details of your case. Completing a PPI consumer questionnaire from the Financial Ombudsman Service helps us process your complaint as efficiently as possible.


2. Send it in

Send the PPI Questionnaire to us at aqua Customer Services, PO BOX 173, Sheffield, S98 1JW.


I’m not happy with the response I received

If you are dissatisfied with our final response and you wish to make a complaint please click the link below which will take you to the Financial Ombudsman Service website. This includes details of how to make a complaint and provides a questionnaire for you to complete.

Please note that should you wish to refer your complaint to the Financial Ombudsman Service, they will not be in a position to deal with it until an eight week period has passed since you contacted us, or until you have received a final response from us, whichever takes place earlier.

Visit the Financial Ombudsman Services website