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 DRN4629790
12 Mar 2019 NewDay Ltd Not upheldBanking and creditMs C complains that NewDay Ltd trading as Marbles should not have given her a credit card or increased the credit limit.backgroundMs C applied for and was granted a Marbles credit card in March 2016. The opening credit limit was £600. In June 2016, Marbles wrote to... (3 pages)View decision -
Decision Reference DRN-2879741
23 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2879741 The complaint Mrs K complains that NewDay Ltd trading as Aqua irresponsibly allowed her to open a credit card account and later increased her credit limit which were both unaffordable. What happened Mrs K says she was in financial difficulties when the credit card account was o... (2 pages)View decision -
Decision Reference DRN-2709672
20 Apr 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2709672 The complaint Mr K complains that NewDay Ltd trading as Amazon Classic Card (Amazon) lent to him irresponsibly. What happened In April 2019, Amazon agreed to give Mr K a credit card with a limit of £500. The account went into arrears and was sold to a debt collection agency in ... (3 pages)View decision -
Decision Reference DRN6227390
5 Feb 2018 NewDay Ltd UpheldBanking and creditMrs L complains that NewDay Ltd (trading as Aqua) lost a payment she made to her credit card account. backgroundMrs L told us that she paid £200 to her credit card account with Aqua in August, and then the same amount again in September. Shortly after, she started re... (2 pages)View decision -
Decision Reference DRN-5382219
28 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5382219 The complaint Mr Z complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr Z is represented by a claims management company 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 Z hims... (4 pages)View decision -
Decision Reference DRN-4605321
9 Sep 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4605321 The complaint Miss L complains that NewDay Ltd, trading as Aqua, won’t refund her for a package holiday. What happened In May 2023 Miss L used her NewDay Ltd, trading as Aqua, (‘Aqua’ for short) credit card to pay for a package holiday for her and a... (4 pages)View decision -
Decision Reference DRN2212534
15 Aug 2014 NewDay Ltd UpheldPayment protection insurance (PPI)This complaint relates to the sale of a monthly premium Payment Protection Insurance (“PPI”) policy sold together with a credit card in 1997. Mr N complains that NewDay Ltd, trading as “People’s Bank” mis–sold him the policy. backgroundThe policy was designed to provide cover in the eve... (3 pages)View decision -
Decision Reference DRN-3158954
12 Nov 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3158954 The complaint Mr S complains that NewDay Ltd trading as Aqua lent irresponsibly when it increased the credit limit on his credit card and approved a loan. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: ... (4 pages)View decision -
Decision Reference DRN-2426219
22 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2426219 The complaint Ms P is unhappy that NewDay Ltd trading as Aqua (Aqua) provided her with a credit card and increased the limit. She says they lent to her irresponsibly. What happened Ms P opened a credit account with Aqua in December 2012 with an initial credit limit of £250. The... (4 pages)View decision -
Decision Reference DRN-5227978
28 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5227978 The complaint Mr S complains about the changes that NewDay Limited, trading as John Lewis Credit Card and John Lewis Money, has made to his credit card account. He also complains about the way that his complaint has been handled. What happened Mr S has a credit card account ... (3 pages)View decision
