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 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 DRN5469319
23 Jul 2019 NewDay Ltd UpheldBanking and creditMiss M complains that NewDay Ltd (“ND”) trading as Aqua engaged in irresponsible lending to her.backgroundMiss M says in June 2014 she received her credit card from ND with a credit limit of £250. And she says the credit limit was increased to £550 in November 2014, £1,250 in May 2015, £2,... (5 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 DRN-5136463
29 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5136463 The complaint Mr P complains NewDay Ltd trading as Aqua irresponsibly lent to him. Mr P 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 Mr P himself. What happe... (4 pages)View decision -
Decision Reference DRN4385162
24 Apr 2018 NewDay Ltd UpheldBanking and creditMr P complains about unsolicited contact he’s received from NewDay Ltd in relation to his credit card account.backgroundMr P says when he opened his credit card account he elected not to receive marketing communications. He says this request wasn’t honoured and he wa... (2 pages)View decision -
Decision Reference DRN5764816
17 Jul 2019 NewDay Ltd Not upheldBanking and creditMr H complains that NewDay Ltd (trading as Aqua) increased the limit on his credit card without properly assessing whether he could afford the additional lending. background Mr H opened an Aqua credit card account in August 2013, and had a limit of £250. Aqua increased this to £400 in July... (2 pages)View decision -
Decision Reference DRN-5117172
31 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5117172 The complaint Mr S complains NewDay Ltd trading as Aqua irresponsibly lent to him. Mr S 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 Mr S himself. What happe... (3 pages)View decision -
Decision Reference DRN9025563
19 Nov 2019 NewDay Ltd UpheldBanking and creditMr S has complained NewDay Limited, trading as Aqua, is asking him to pay for cash machine transactions he didn’t make.backgroundMr S held an Aqua account with NewDay. In October 2016 he paid off his existing balance. Aqua sent him a new card in December 2016 but this wasn’t activated. Mr ... (3 pages)View decision -
Decision Reference DRN-4107653
26 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4107653 The complaint Mr B has complained that NewDay Ltd trading as Aqua won’t reimburse him money he paid for goods he says weren’t received. What happened Mr B paid £171.20 to an online merchant in October 2022 using his Aqua credit card. He disputed the transaction with Aqua the fo... (3 pages)View decision -
Decision Reference DRN6699598
27 Oct 2015 NewDay Ltd Not upheldBanking and creditMr O complained about the interest rate increase which NewDay Ltd, trading as Aqua, applied to his credit card.backgroundIn April 2015, Aqua wrote to tell Mr O that it would be increasing the interest rate on his credit card from June. The letter said it had considere... (2 pages)View decision
