We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 2527 results
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Decision Reference DRN-3732627
31 Oct 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3732627 The complaint Mr C complains that Newday Ltd (trading as Aqua) added multiple charges to his credit card account even though he’d made the required payments, and its customer service was very poor. What happened Mr C says that Aqua took a direct debit from his account after he’... (3 pages)View decision -
Decision Reference DRN-3434189
26 Oct 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3434189 The complaint Mr E complains that NewDay Limited t/a Aqua (Aqua) declined to refund transactions on his account he said he didn’t authorise. What happened Between 26 and 28 January 2021, 5 payments were made on Mr E’s Aqua credit card totalling £907.79 (including charges). Mr E... (3 pages)View decision -
Decision Reference DRN-3454146
26 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3454146 The complaint Miss D complains that NewDay Ltd, trading as Aqua, should not have agreed her credit card application or increased her credit limit as the lending was both unaffordable and irresponsible. What happened Miss D is represented in this complaint. However, for the sake... (5 pages)View decision -
Decision Reference DRN-3682140
26 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3682140 The complaint Ms P complains NewDay Ltd trading as Aqua (NewDay) gave her unaffordable credit limits. What happened Ms P applied for a NewDay credit card, branded as Marbles. NewDay gave Ms P an initial £300 credit limit. Five months later, NewDay increased the credit limit to ... (3 pages)View decision -
Decision Reference DRN-3757746
25 Oct 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3757746 The complaint Mr M has complained that NewDay Ltd trading as Aqua irresponsibly lent to him. What happened Mr M opened a credit card account with NewDay (trading as Aqua) in April 2021. His credit limit was £900. In August 2021 it was increased to £1,200. Mr M is represented by... (2 pages)View decision -
Decision Reference DRN-3770948
25 Oct 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3770948 The complaint Mr O is unhappy that NewDay Ltd reported missed payments to his credit file when he was on an agreed payment holiday. What happened Mr O found himself in financial difficulty and struggling to meet the contractual minimum payments required on his NewDay credit acc... (3 pages)View decision -
Decision Reference DRN-3729190
25 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3729190 The complaint Mr W says NewDay Ltd trading as Aqua (“NewDay Ltd”) irresponsibly lent to him. He has requested that the interest and late payment charges he paid be refunded. What happened This complaint is about a credit card taken out on 24 August 2013 with an initial credit l... (3 pages)View decision -
Decision Reference DRN-3718104
21 Oct 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3718104 The complaint Mr D complains that NewDay Ltd irresponsibly gave him a credit card account that he couldn’t afford. What happened Mr D took out a credit card whilst he was a student and working part time. Mr D feels he was pressured into taking out the credit. He feels the lendi... (2 pages)View decision -
Decision Reference DRN-3719287
20 Oct 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3719287 The complaint Miss W complains NewDay Ltd trading as Aqua won’t correct the mobile number it has on its system and dealt with her complaint poorly causing distress. What happened Miss W says Aqua offered her a pre-approved credit card which she applied for and was sent. She say... (2 pages)View decision -
Decision Reference DRN-3751205
18 Oct 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3751205 The complaint Miss C complains that NewDay Ltd trading as Marbles was irresponsible in its lending to her. What happened Miss C was provided with a Marbles branded credit card with an initial credit limit of £250 in July 2021. The credit limit was increased on two occasions: fi... (3 pages)View decision