We are sorry if you need to make a complaint. Please contact us in one of the ways set out below so we can resolve it as soon as possible.
Over the Phone
To make a complaint over the phone, please call us on 0333 220 2691*
*Calls are charged at a standard national rate. Call costs from mobile companies and operators may vary so please check before calling. Our lines are open seven days a week, 8am to 9pm Mon-Fri, 9-5pm Sat and 10am-6pm Sunday. Calls may be recorded or monitored for training and security purposes and to help us manage your account.
Alternatively, you can put your complaint in writing and send it to:
PO Box 700
You can make a complaint online by logging into your online account manager.
If you are not registered for our online services, it’s easy to sign up.
Alternatively, if you are not an aqua customer but wish to make a complaint, you can do so here.
The Financial Ombudsman Service
The Financial Ombudsman Service is an external body which plays a key role in the complaints process.
The Financial Ombudsman is an impartial and independent organisation formed to help settle individual disputes between consumers and financial services businesses without taking sides.
Taking a complaint to the Financial Ombudsman Service
If we have not been able to resolve your complaint to your satisfaction once we have given you our decision, you may be able to refer your complaint to the Financial Ombudsman. They will only investigate your complaint if you have already tried to resolve it with us first or if it has been more than eight weeks since you first raised your complaint with NewDay.
If you are going to the Financial Ombudsman Service because you are unhappy with the outcome, you will need to do this within six months of receiving our final response letter.
You also need to contact the Financial Ombudsman Service within six years from the event you are complaining about (or - if later - three years from when you knew, or could reasonably have known, you had cause to complain).
Contacting the Financial Ombudsman Service
You can contact the Financial Ombudsman Service:
by post: Financial Ombudsman Service
by email: firstname.lastname@example.org
by telephone : 0800 0 234 567
You can contact the Financial Ombudsman Service via an Online Dispute Resolution (ODR) platform that has been created by the European Commission.
The ODR platform will forward your complaint to the Financial Ombudsman Service.
For more information about ODR please visit the European Commission website.