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:

Customer Services
Willowbrook Limited
Mercury House
Kingswood Road
Hampton Lovett
Droitwich Spa

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

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.

Finance repayments

At AquaLift, you can personalise your finance repayments to suit your needs and monthly outgoings. Choose from one of the following options:

1. Interest Free-Credit: Spread the cost of your new purchase with up to 24 months at 0% APR

2. Fixed Monthly Payments: Take up to 48 months to pay and spread the cost of your purchase. Interest rates apply. It's the perfect option if you'd prefer not to pay for your purchase at once, or if you have other spending commitments in your first year.

To make it as convenient as possible we also accept: Credit or debit cards, Bank or building society cheques, Cash

Terms and conditions apply. Written details on request. AquaLift is a Trading name of Willowbrook Limited, who are authorised and regulated by the Financial Conduct Authority FRN 718470. We act as a credit broker and not a lender and offer finance from a panel of lenders. Credit provided is subject to age and status.

Download Terms and Conditions of Business for: AquaLift