Complaints and policy procedure
AquaLift is a Trading name of Willowbrook Limited. Willowbrook Limited is authorised and regulated by the Financial Conduct Authority. We are a Credit Broker and not a lender and offer credit facilities from one Lender.The Company aims to provide a high quality of goods and services. We take complaints seriously and welcome your feedback on the goods and service that we provide. Complaints are continually monitored to assist us in improving our products and services to all our valued customers.
Complaints may be made verbally or in writing. We commit to handling your complaint as quickly and thoroughly as possible. Your complaint will be directed to the appropriate department or Manager for investigation and response. Please provide as much detail as possible and include your contact details and order or sales agreement number where applicable.
Complaints should be directed in the first instance to Head Office and the contact details are as follows:
Tel: 01905 791200
Fax: 01905 791216
Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact 0333 241 3209 or via their website http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/
Telephone calls will be responded to as soon as possible and letters will be acknowledged within 3 working days on receipt and a full reply will be sent within 14 working days of receipt.
If for whatever reason it is not possible to deal with the complaint within the published timescale then you will be informed of this, and a reason given.
Download Terms and Conditions of Business for: AquaLift