Contact us

We’re here for you

Have a question about your account or need some help? 

 

You can get in touch online at any time and our friendly customer service team are here to help you seven days a week:

• Monday to Friday – 8am to 9pm

• Saturday – 9am to 5pm

• Sunday – 10am to 6pm

By phone

 

*Calls are charged at a standard national rate. Call costs from mobile companies and operators may vary so please check before calling. Calls may be recorded or monitored for training and security purposes and to help us manage your account.

To report your card lost or stolen:

(from the UK)

(from abroad)

Please let us know as soon as you find out your card is missing. We’ll cancel your card immediately, protecting your account from fraud. We’ll also arrange to send you a replacement card as quickly as we can, so you’re not left in the lurch.


 

For customer enquiries or to make a payment:


 

To activate your Aqua card:


The automated process will help you activate your card quickly and easily.

 


 

Online

Manage your account easily by logging into your Online Account Manager.

 

Not registered to manage your account online? Register today.

 


 

Our app

You can use the app to manage your account, including making payments and viewing your latest balance and transactions:

 


 

By post

While it’s usually quicker to call us or send a message online, you can also get in touch by post. Please send your enquiry to:

 

Aqua Customer Services

PO BOX 173

Sheffield

S98 1JW

Need to make a complaint?

 

We want to help fix any problems that might arise. Get in touch and we’ll do everything we can to help.

By phone

To make a complaint or provide feedback over the phone, please call us on

 


 

By post

If you’d like to put your complaint in writing, please send it to:


Complaints Department

PO Box 700

Leeds

LS99 2BD

 


 

Financial Ombudsman

The Financial Ombudsman Service is an impartial and independent organisation formed by the Government to help settle individual disputes between customers and financial services businesses without taking sides.

 

If you’re not happy with how we’ve dealt with your complaint or are unhappy at the outcome, you can refer your complaint to the Financial Ombudsman. 

 

You can find more information about making a complaint to the Financial Ombudsman on its website.

 

You can also contact the Financial Ombudsman Service by email at complaint.info@financial-ombudsman.org.uk, by phone on 0800 0234 567 or by post: 

 

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

 

You can also 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.