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 DRN8365798
9 Jan 2019 NewDay Ltd Not upheldBanking and creditMrs C complains about the response of NewDay Ltd (“ND”) to her complaint about the price she was charged for items bought with her credit card.backgroundMrs C says she used her credit card to buy some concert tickets online through a third party business that I’ll c... (2 pages)View decision -
Decision Reference DRN-1565046
8 Jul 2020 NewDay Ltd Not upheldBanking and PaymentsComplaint Mr A complains that NewDay Ltd trading as Aqua contacted him on a Sunday morning at 8am to discuss a missed payment on his account. He also complains that NewDay Ltd trading as Aqua misled him about the purpose of the call. Background Mr A had a credit card account with Aqua. He ... (3 pages)View decision -
Decision Reference DRN5113370
28 Aug 2015 NewDay Ltd Not upheldBanking and creditMiss G complains that NewDay Ltd will not refund transactions on her credit card account she said she didn’t make or allow anyone else to make either.backgroundMiss G made genuine transactions using her card while she was abroad. But Miss G has also disputed transacti... (2 pages)View decision -
Decision Reference DRN8059511
3 Feb 2015 NewDay Ltd Not upheldBanking and creditMr Q complains about delay by NewDay Ltd (trading as Aqua) in updating his credit file, to show that he was making regular payments on a new credit card.background Mr Q says he had chosen the card as one which would help him to build up his credit rating. But when he checked with cred... (2 pages)View decision -
Decision Reference DRN1726287
21 Nov 2014 NewDay Cards Ltd Not upheldBanking and creditMrs C complains about the customer service she received from NewDay Cards Ltd (trading as Aqua) when she called it in May 2014.our initial conclusionsMrs C complains about the way she was spoken to on the phone in May 2014. Aqua accepts the service she received was below the s... (2 pages)View decision -
Decision Reference DRN-2915719
8 Jul 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2915719 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it increased his credit limit on several occasions. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. In my provisional decision... (3 pages)View decision -
Decision Reference DRN3044214
5 Sep 2018 NewDay Ltd Not upheldBanking and creditMr B complains that NewDay Ltd trading as Aqua irresponsible increased his credit limit and then increased his interest rate making it difficult for him to repay. He’d like the interest rate returned to the previous rate and any adverse information removed from his cr... (3 pages)View decision -
Decision Reference DRN-5146840
5 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5146840 The complaint Miss M complains NewDay Ltd trading as Aqua irresponsibly lent to her. Miss M is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss M herself. What... (3 pages)View decision -
Decision Reference DRN5125871
17 Jan 2020 NewDay Ltd Not upheldBanking and creditMs R has complained that NewDay Ltd (trading as Aqua) wrongly reported two credit searches for one credit card application, which adversely affected her credit score. She called for Aqua to remove the record of the second search from her credit file with credit reference agencies. backgrou... (2 pages)View decision -
Decision Reference DRN5936314
29 Jan 2018 NewDay Ltd UpheldBanking and creditMiss R complains that NewDay Ltd (trading as Aqua) repeatedly raised her credit limit on her credit card account, although she couldn’t pay the money back.background Miss R said that Aqua repeatedly raised her credit limit, although she couldn’t afford it. Miss R sai... (4 pages)View decision
