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-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 -
Decision Reference DRN9233375
10 Jun 2019 NewDay Ltd UpheldBanking and creditMr P complains that NewDay Ltd, trading as Aqua, shouldn’t have given him a credit card when it did as he couldn’t afford it. Mr P also complained that Aqua refused to provide proof it had carried out a credit check and said one of its staff had been rude to h... (3 pages)View decision -
Decision Reference DRN-5190678
16 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5190678 Complaint Miss L has complained about a credit card and subsequent limit increases which NewDay Ltd (trading as “Aqua”) provided to her. She says the credit card was unaffordable and shouldn’t have been provided. Background Aqua provided Miss L with a credit card which had ... (4 pages)View decision -
Decision Reference DRN-4249672
31 Jul 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4249672 The complaint Mr W complains that NewDay Ltd trading as Aqua registered a Q marker on his credit file. What happened Mr W says that Aqua had added a Q marker to his credit file. He says Aqua asked for a letter from a credit reference agency (CRA), which he provided to them, but... (3 pages)View decision -
Decision Reference DRN-2318689
5 Nov 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2318689 The complaint Mr G complains NewDay Ltd (trading as Aqua) shouldn’t have increased the credit limit on his credit card account when it did. What happened Mr G opened a credit card account with Aqua in October 2015. The original credit limit was £900. This was agreed based on th... (4 pages)View decision -
Decision Reference DRN-3182518
21 Dec 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3182518 The complaint Miss A complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved a credit card with a £250 limit. What happened Miss A applied for an Aqua credit card in July 2015. Miss A told Aqua she was employed with an income of £34,000 and lived with fam... (2 pages)View decision -
Decision Reference DRN-1863457
28 Jul 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1863457 The complaintMiss K complains that NewDay Ltd trading as Aqua hasn't offered her any help whilst in financial difficulties. What happenedMiss K says she is in financial difficulties and asked Aqua on a number of occasions for help. She says she has tried to contact Aqua to... (2 pages)View decision -
Decision Reference DRN6681505
26 Nov 2015 NewDay Ltd Not upheldBanking and creditMs S complains that NewDay Limited (“NDL”) will not give her a refund for three items which she said were missing from an order.backgroundMs S has a store card account with NDL for transactions made with a retailer (“R”). She ordered some items to be delivered in m... (2 pages)View decision -
Decision Reference DRN7495130
1 Feb 2017 NewDay Ltd Not upheldBanking and creditMr F complains that NewDay Ltd (trading as Marbles) was irresponsible to offer him a credit card as he struggling financially. Mr F wants Marbles to write off the outstanding balance and amend his credit file. backgroundMr F took out a Marbles credit card in mid-2015.... (2 pages)View decision
