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-5106109
25 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5106109 The complaint Miss M complains that NewDay Ltd trading as Aqua (“Aqua”) irresponsibly provided her with a credit card and limit increases. In bringing her complaint, Miss M is represented by a business that I will refer to as T. What happened In December 2020, Miss M applie... (3 pages)View decision -
Decision Reference DRN-2376262
29 Dec 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2376262 The complaint Mr S believes that NewDay Ltd, trading as Aqua, lent to him irresponsibly and is unhappy that they defaulted his credit card. What happened Mr S applied for an Aqua credit card in January 2015. Aqua accepted Mr S’s application and issued him with a credit card wit... (3 pages)View decision -
Decision Reference DRN-3022423
22 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3022423 The complaint Mrs S complains about NewDay Ltd trading as Aqua’s (“Aqua”) decision to increase her credit limit. What happened Mrs S was accepted for a credit card by Aqua in June 2019 and given an initial credit limit of £450. Mrs S says she used this account for gambling and... (3 pages)View decision -
Decision Reference DRN-5488389
30 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5488389 The complaint Miss B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss B applied for an Aqua credit card in December 2021. Aqua’s confirmed Miss B gave her incom... (3 pages)View decision -
Decision Reference DRN-5440595
24 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5440595 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr B applied for a credit card with Aqua in June 2016. In his application, Mr B said he was emplo... (3 pages)View decision -
Decision Reference DRN-5462412
7 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5462412 The complaint Mrs H complains that NewDay Ltd trading as Marbles irresponsibly lent to her. Mrs H 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 Mrs ... (5 pages)View decision -
Decision Reference DRN-2908019
8 Jul 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2908019 The complaint Mr W complains that NewDay Ltd trading as Aqua has irresponsibly lent to him. What happened Mr W applied for a credit card with Aqua in March 2018 and was accepted with a £900 credit limit. Mr W complained to Aqua and said he was in a desperate situation at the ti... (4 pages)View decision -
Decision Reference DRN-2642441
19 Mar 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2642441 The complaint Mr B complains that NewDay Ltd, trading as Aqua, would not raise a chargeback when products he purchased were not as described. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giv... (2 pages)View decision -
Decision Reference DRN2470657
30 Jul 2015 NewDay Ltd Not upheldBanking and creditMr G complains that NewDay Ltd rejected his claim under S 75 Consumer Credit Act 1974 regarding a car he purchased.backgroundIn October 2014 Mr G bought a 12 years old Mitsubishi car for £1,000. It had done 100,000 miles. After purchasing the car Mr G identified some f... (2 pages)View decision -
Decision Reference DRN2103396
20 Jun 2017 NewDay Ltd UpheldBanking and creditMr G has complained that NewDay Ltd (trading as Opus) charged interest on his credit card, even though there was a promotional 0% interest rate on a balance transfer amount.backgroundMr G transferred his balance from another card to his Opus card account. The Opus ca... (2 pages)View decision
