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 2124 results
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Decision Reference DRN2762563
11 Jul 2014 NewDay Ltd Not upheldBanking and creditMr D complains that NewDay Ltd, trading as Opus, gave him incorrect information about a transfer of money into his account by a friend. He also complains that this original error was compounded by Opus making further mistakes.background Mr D says he called Opus to ask if a friend transf... (2 pages)View decision -
Decision Reference DRN9045126
17 Jul 2017 NewDay Ltd UpheldBanking and creditMr O complains that NewDay Ltd (trading as Aqua) gave him a credit card irresponsibly at a time when he was struggling financially. He also complains the credit limit was increased after a short time and he’s now having difficulty paying off his debts.backgroundMr O ... (2 pages)View decision -
Decision Reference DRN0244521
3 Nov 2017 NewDay Ltd Not upheldBanking and creditMrs C complains about the amount of interest she’s been charged by NewDay Ltd on her store card.backgroundMrs C complained to NDL about this matter. And, being unhappy with its response, she complained to this service. Our investigator thought Mrs C’s complaint sho... (2 pages)View decision -
Decision Reference DRN9653829
18 Feb 2015 NewDay Ltd UpheldBanking and creditMs J complains that Newday Ltd (trading as Aqua) failed to close her account when requested. The business then added charges and sold the debt to a third party who petitioned for bankruptcy.our initial conclusionsThe adjudicator recommended the complaint should be upheld. Ms J... (2 pages)View decision -
Decision Reference DRN2682615
30 Apr 2020 NewDay Ltd UpheldBanking and creditMr C complains that it was irresponsible of NewDay Ltd trading as Aqua to issue a credit card to him with a £300 credit limit and then later to increase that limit to £800.backgroundI set out the background to Mr C’s complaint in my provisional decision. In that decision I explained why I ... (4 pages)View decision -
Decision Reference DRN-2735564
6 Apr 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2735564 The complaint Ms M complains that NewDay Ltd trading as Aqua (Aqua) closed her Aqua credit card account. What happened Ms M had an Aqua card and a Marbles card. They were both provided by NewDay Ltd. In September 2018, Aqua sold the debt of £1545 on Ms M’s Marbles card to a deb... (4 pages)View decision -
Decision Reference DRN-5381429
27 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5381429 The complaint Mr L complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and went on to increase the credit limit. What happened Mr L applied for an Aqua credit card in October 2022. In his application Mr L said he was emp... (3 pages)View decision -
Decision Reference DRN-2679624
24 Mar 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2679624 The complaint Mr B is unhappy with the information he was given by NewDay Ltd (trading as Aqua), when he contacted them to query the balance on his credit card account. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here... (2 pages)View decision -
Decision Reference DRN2410424
5 Dec 2019 NewDay Ltd UpheldBanking and creditMr B has complained NewDay Limited, trading as Aqua, is asking him to pay a debt on a credit card he didn’t take out.backgroundMr B found out an Aqua credit card had been taken out in his name. He’d not applied for or used this card so tried to complain to Aqua. He had difficulties doing t... (2 pages)View decision -
Decision Reference DRN8767415
13 Apr 2015 NewDay Ltd UpheldBanking and creditMr M complains that NewDay Ltd allowed a company to take payments from his Opus credit card even though he’d specifically told it not to do so. He wants Opus to refund the money.backgroundMr M contacted his credit card provider (which later transferred its business to ... (2 pages)View decision
