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-3194637
30 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3194637 The complaint Ms H complains that NewDay Ltd (trading as Aqua) lent irresponsibly when it increased her credit card limit. What happened Ms H opened a credit card account with Aqua in early 2018. But within a few months the credit limit had more than doubled. And by the end of ... (3 pages)View decision -
Decision Reference DRN-5114677
20 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5114677 The complaint Miss L complains that NewDay Ltd trading as Aqua lent to her irresponsibly. What happened Miss L applied for a credit card with Aqua in May 2021. Aqua approved the application and gave Miss L a credit card with an initial limit of £300. The credit limit was inc... (3 pages)View decision -
Decision Reference DRN-5227567
21 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5227567 The complaint Mrs G complains that NewDay Ltd trading as Aquacard (NDay) lent to her irresponsibly. What happened In February 2018, Mrs G applied for a new credit card from Aqua. This was agreed and her limit was then increased as shown: Limit increase number Date Limit Feb... (4 pages)View decision -
Decision Reference DRN-4939705
10 Sep 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4939705 The complaint Mr M complains that NewDay Ltd trading as Marbles irresponsibly lent to him. Mr M 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 M h... (3 pages)View decision -
Decision Reference DRN-4800418
17 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4800418 The complaint Mr V complains that NewDay Ltd trading as Aqua had an error with their payments system. What happened Mr V says that on 21 October 2023, he tried making a payment towards his credit card via the Aqua application (app), choosing the option to pay via open banking. ... (3 pages)View decision -
Decision Reference DRN-2909508
21 Jul 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2909508 The complaint Miss M complains that NewDay Ltd trading as Aqua lent irresponsibly when it increased the credit limit of her credit card. What happened Miss M applied for a credit card with Aqua in January 2015. In her application, Miss M said she was employed and earned £10,00... (3 pages)View decision -
Decision Reference DRN-5114030
18 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5114030 Complaint Mrs H has complained about a credit card and subsequent limit increases which NewDay Ltd (trading as “Aqua”) provided to her. She says the account was unaffordable. Background Aqua provided Mrs H with a credit card which had a credit limit of £250 in December 2012... (3 pages)View decision -
Decision Reference DRN-5229089
3 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5229089 The complaint Mr D complains NewDay Ltd trading as Aquacard irresponsibly lent to him. Mr D 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 D himself. What h... (3 pages)View decision -
Decision Reference DRN-2662041
8 Mar 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2662041 The complaint Miss M complained that NewDay Ltd trading as Aqua (Aqua) lent to her irresponsibly. What happened Miss M had an Aqua credit card since 2013. Between 2014 and 2016, Aqua increased her limit as follows: Date Old Limit New Limit 10 June 2014 £250 £400 3 December 2014... (3 pages)View decision -
Decision Reference DRN-3091261
6 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3091261 The complaint Mr B complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved his credit card and later increased the credit limit twice. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. In ... (3 pages)View decision
