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-3692341
16 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3692341 The complaint Mr B complains that NewDay Ltd trading as Aqua failed to administer his account resulting in additional charges being applied to the account which adversely affected his credit score. What happened Mr B explained that Aqua blocked his card after they became suspi... (2 pages)View decision -
Decision Reference DRN2433741
30 Mar 2019 NewDay Ltd Not upheldBanking and creditMr M has complained to NewDay Ltd (t/a Aqua) about his credit card account. He says it didn’t lower the annual interest rate on his account in line with the promotional account opening offer.backgroundIn early 2014 Mr M took out a new credit card with Aqua. The initi... (2 pages)View decision -
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-5518052
1 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5518052 The complaint Miss L complains NewDay Ltd trading as Aqua irresponsibly lent to her. Miss L 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 L herself. What... (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-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 DRN0639571
3 Jul 2017 NewDay Ltd UpheldBanking and creditMr T complains NewDay Ltd (trading as Aqua) lent to him irresponsibly.backgroundMr T entered into an agreement for an Aqua credit card in 2013. At the time his credit limit was £500. Aqua has explained that his credit limit was increased four times:• in January 2014 ... (3 pages)View decision -
Decision Reference DRN-3856225
12 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3856225 The complaint Mrs F complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and went on to increase the credit limit. What happened In 2016 Mrs F applied for an Aqua credit card. In the application, Mrs F said she was employed e... (3 pages)View decision -
Decision Reference DRN-5151422
17 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5151422 The complaint Mr J complains that NewDay Ltd trading as Pulse irresponsibly lent to him. Mr J 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 J him... (3 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
