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 2123 results
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Decision Reference DRN-5221435
8 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5221435 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and went on to increase his credit limit. What happened Mr B applied for a credit card with Aqua in February 2018. In his application Mr B said he wa... (3 pages)View decision -
Decision Reference DRN5954290
17 Dec 2018 NewDay Ltd UpheldBanking and creditMr A complains about NewDay Ltd, trading as Aquacard (“Aqua”) and its actions in blocking his credit card and delaying in returning his credit balance to him. He wants compensation for his distress and inconvenience and an apology from Aqua. backgroundMr A had a cashback ... (4 pages)View decision -
Decision Reference DRN-4839498
24 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4839498 The complaint Mr C complains that NewDay Ltd trading as Aqua (“Aqua”) treated him unfairly when he applied for an Advance credit card in September 2023. What happened In September 2023 Mr C made an online application to Aqua for its Advance credit card. He says he found that ca... (3 pages)View decision -
Decision Reference DRN-5127879
3 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5127879 The complaint Mr M complains about the way in which NewDay Ltd, trading under its Fluid brand, handled his claim after he used his credit card to pay for a car which was faulty. What happened On 14 March 2023 Mr M bought a used car from a dealership which I’ll call “C”. The ... (3 pages)View decision -
Decision Reference DRN1991635
19 Feb 2019 NewDay Ltd Not upheldBanking and creditMr L complains that NewDay Ltd (trading as Aqua) gave him wrong information and caused delays when arranging a refund from a credit card. backgroundMr L held a credit card with Aqua and arranged a balance transfer for the funds he owed. A short time later he contacte... (2 pages)View decision -
Decision Reference DRN-4713473
6 Jun 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4713473 The complaint Miss A complains that NewDay Ltd trading as Marbles keeps sending her emails with incorrect information in the subject line which causes her panic and severe anxiety. What happened Miss A says that she has been making her monthly repayments to try and start paying... (3 pages)View decision -
Decision Reference DRN0971741
6 Aug 2019 NewDay Ltd UpheldBanking and creditMr P complains that NewDay Ltd (T/A Aqua) passed his account to a debt collection agency after agreeing a payment plan with him. backgroundMr P opened his credit card account with Aqua in January 2014. In May 2018 he contacted it to explain he was experiencing financial hardship. A reduced... (3 pages)View decision -
Decision Reference DRN-2814118
12 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2814118 The complaint Mr G complains that Aqua proactively increased his credit limit on his credit card, without carrying out checks to make sure he could afford the repayments. He feels that Aqua was irresponsible in increasing his lending, and that this contributed to him falling in... (4 pages)View decision -
Decision Reference DRN-5182666
16 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5182666 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and went on to increase the credit limit on several occasions. What happened Mr B applied for a credit card with Aqua in July 2013. Aqua approved the... (3 pages)View decision -
Decision Reference DRN-3373387
24 Jun 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3373387 The complaint Ms H complains about credit card interest charged by NewDay Ltd trading as Amazon Platinum Credit Card (Amazon). What happened In May 2021 Ms H opened an Amazon credit card that had a 0% promotional interest rate. Ms H transferred a balance to her card and began m... (2 pages)View decision
