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 DRN9583844
4 Jun 2014 NewDay Ltd UpheldBanking and creditMr T complains that due to new security checks he is now unable to access his NewDay Ltd (previously Progressive Credit Limited) credit card account on-line. Despite many contacts, the bank is unable to provide him with an alternative. He wants it to enable him to service the ca... (2 pages)View decision -
Decision Reference DRN9427449
21 Mar 2017 NewDay Ltd UpheldBanking and creditMr S complains that NewDay Ltd (trading as Opus) didn’t follow correct default procedures. And sent him a threatening letter. He’d like a default on his account removed.backgroundMr S says Opus sent him a letter in September 2016 saying it was going to register a def... (2 pages)View decision -
Decision Reference DRN-3050609
6 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3050609 The complaint Mr E complains that NewDay Ltd trading as Marbles didn’t give him information about his account which led to adverse information being registered on his credit file. What happened Mr E says he was in financial difficulties and agreed a repayment plan with Marbles.... (2 pages)View decision -
Decision Reference DRN-5273702
6 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5273702 The complaint Ms R complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Ms R was approved for an Aqua credit card in May 2016 with a £250 credit limit. This was increased to £400 in November 2017, and the credit limit was increased to £1,100 in ... (3 pages)View decision -
Decision Reference DRN8399879
26 Nov 2018 NewDay Ltd UpheldBanking and creditMr M complains that NewDay Ltd (trading as Aqua) didn’t send him a new credit card when his old one expired. As a result of the problems, Mr M closed his account. backgroundMr M had an Aqua credit card that expired in early 2018.Due to technical problems at Aqua... (2 pages)View decision -
Decision Reference DRN-4259470
23 Nov 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4259470 The complaint Mr B says NewDay Ltd, trading as Marbles, withheld a refund made to his (then closed) credit card account by a third-party. What happened In August 2022 a third-party refunded £91.90 to Mr B’s credit card account. From November 2022 Mr B tried to find the payment ... (2 pages)View decision -
Decision Reference DRN6537319
13 Dec 2017 NewDay Ltd UpheldBanking and creditMr H complains that NewDay Ltd (trading as Marbles Card) kept blocking his online account.backgroundMr H said his Marbles account kept being locked. He received a number of emails but thought they were probably fraudulent. The emails said his account had been locked ... (2 pages)View decision -
Decision Reference DRN0258442
19 Feb 2019 NewDay Ltd UpheldBanking and creditMr K complains about the way NewDay Ltd (trading as Aqua) handled a dispute he raised about a payment to a software provider.background In June 2017 Mr K was interested in some computer software so he entered into a free trial. He decided he didn’t want it but ab... (2 pages)View decision -
Decision Reference DRN-2945141
26 Aug 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2945141 The complaint Mr N complains that NewDay Ltd trading as Aqua irresponsibly allowed him to open a credit card account and later increased his credit limit which was unaffordable. What happened Mr N says Aqua shouldn’t have allowed him to open the credit card account and shouldn’... (2 pages)View decision -
Decision Reference DRN-5262681
30 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5262681 The complaint Miss J complains that NewDay Ltd, trading as Aqua, were unreasonable to terminate and default her account. What happened Miss J had an Aqua credit card account. In May 2024 she contacted Aqua and told them she was in financial difficulty. They placed a hold on ... (2 pages)View decision
