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 2553 results
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Decision Reference DRN2359748
10 May 2016 NewDay Ltd Not upheldBanking and creditMr B complains that NewDay Ltd (trading as Aqua) charged interest on his credit card account even though he paid the full amount in cash by the due date.backgroundI set out the background to this complaint in my provisional decision. In it I explained why I didn’t... (1 page)View decision -
Decision Reference DRN5671510
26 Oct 2017 NewDay Ltd Not upheldBanking and creditMr E complains that NewDay Ltd rejected his claim under Section 75 Consumer Credit Act 1974 in respect of an investment. He also claims it has been harassing him for payment of his bill.backgroundIn early 2017 Mr E paid £250 to a company I’ll call B for the purpo... (2 pages)View decision -
Decision Reference DRN-4290723
1 Nov 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4290723 The complaint Ms P complains that NewDay Ltd, trading as Aqua, who I’ll call “NewDay”, were unreasonable to reject a claim she made to them under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened The details of this complaint are well known to both partie... (2 pages)View decision -
Decision Reference DRN6745589
25 Apr 2016 NewDay Ltd Not upheldBanking and creditMr A says that NewDay Ltd (trading as Opus) continued to change him interest after his card was blocked and couldn’t be used for purchases. He asks for ten years’ interest to be refunded.our initial conclusionsOur adjudicator didn’t recommend the complaint should be up... (2 pages)View decision -
Decision Reference DRN5431020
20 Oct 2017 NewDay Ltd UpheldBanking and creditMr K complains about some disputed transaction on his account with New Day Ltd.background Mr K complained that two transactions, totalling just over £6000 were neither made by him nor authorised by him. But when NewDay did not uphold his complaint, he brought it to th... (1 page)View decision -
Decision Reference DRN0568796
1 Jun 2018 NewDay Ltd Not upheldBanking and creditMr B is unhappy NewDay Ltd (trading as Marbles Card) gave him a credit card account without taking into account his circumstances.backgroundMr B applied for a credit card from Marbles. But it gave him a different card with a higher interest rate. Mr B said Marbles didn’t... (4 pages)View decision -
Decision Reference DRN0216855
10 Dec 2014 NewDay Ltd UpheldBanking and creditMs D is unhappy about the interest and charges that have been added to a store card she took out with NewDay Ltd. In summary, she says that these additional fees should be cancelled as they were added to the initial balance of £45 (for the purchase of a dress) without her know... (2 pages)View decision -
Decision Reference DRN-5479518
26 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5479518 The complaint Mr F 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 F applied for an Aqua credit card in March 2017. In his application, Mr F said he was earning ... (3 pages)View decision -
Decision Reference DRN5404696
31 Mar 2015 NewDay Ltd UpheldBanking and creditMr H complains that NewDay Ltd did not handle the administration of his credit card accountproperly.BackgroundMr H has a credit card administered by NewDay and his regular monthly statements ceased in January 2014. There was some confusion regarding his address and th... (2 pages)View decision -
Decision Reference DRN-6052123
2 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6052123 The complaint NewDay Ltd trading as Aqua (Aqua) provided Miss L with a credit card in 2024. It initially had a credit limit of £600. The credit limit was increased three times, with the final limit increase in April 2025 to £3,800. Miss L says the credit was provided irrespo... (2 pages)View decision