If you have any questions regarding Payment Protection Insurance (PPI), we’re committed to helping you and making the journey as easy as possible. 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.
It’s easy for you to contact us directly so you don’t need to use a Claims Management Company (CMC). All complaints about PPI are treated the same way, whether received directly from our customers or through a CMC and CMCs may charge you a fee.
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 us on 0333 220 2691 (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.
If you are dissatisfied with our final response you may be able to refer your complaint to the Financial Ombudsman Service. Visit our complaints page for more details.
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 with your complaint, or until you have received a final response or summary resolution communication from us, whichever takes place earlier.