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 2113 results
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Decision Reference DRN-5146751
14 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5146751 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 The background to this complaint and my initial conclusions were set out in a provisional dec... (4 pages)View decision -
Decision Reference DRN-3011355
24 Aug 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3011355 The complaint Mr B complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened Mr B applied for a credit card with Aqua in March 2015 and it was agreed with a limit of £250. Increases were then made as follows: Date Limit March 2015 (new card) £250... (4 pages)View decision -
Decision Reference DRN-4743581
16 Apr 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4743581 The complaint Mr S is complaining that NewDay Limited trading as Aqua lent to him irresponsibly by providing him with, and then increasing the credit limit on, a credit card account. Mr S is represented in his complaint, but for ease I’ve written as if we’ve dealt directly with... (4 pages)View decision -
Decision Reference DRN9477256
16 Apr 2020 NewDay Ltd UpheldBanking and creditMrs J complains that NewDay Ltd (trading as Aqua) were irresponsible in increasing the credit limit on her credit card.backgroundIn December 2015, Mrs J was successful in applying for an Aqua credit card, with a limit of £250. That month, she withdrew £120 in cash from the card and in Febr... (4 pages)View decision -
Decision Reference DRN-3107341
14 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3107341 The complaint Miss B complains that NewDay Ltd trading as Fluid have irresponsibly lent to her and have provided poor account management. What happened Miss B applied for a Fluid credit card on 11 December 2019. Fluid accepted her application and issued a credit limit of £900. ... (5 pages)View decision -
Decision Reference DRN-3387858
20 Apr 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3387858 The complaint Miss P complains that NewDay Ltd trading as Marbles (Marbles) didn’t treat her fairly when she advised them she was in financial difficulty. What happened Miss P had a marbles card. In August 2020, she went over her limit of £3,800 – the balance was £3,951.27. On ... (4 pages)View decision -
Decision Reference DRN-4574987
9 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4574987 The complaint Ms S has complained about a credit card and subsequent credit limit increases NewDay Ltd trading as Marbles (“Marbles”) provided to her. She says the credit card and credit limit increases were not affordable for her due to her having a lot of other credit. Wh... (4 pages)View decision -
Decision Reference DRN-1744183
8 May 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1744183 The complaintMr W has made a number of complaints against NewDay Ltd (ND) surrounding a variety of service issues What happenedOur investigator’s background summary covered all the relevant facts and issues, and is known to both Mr W and ND, so there is no need for me to repeat... (4 pages)View decision -
Decision Reference DRN-2570159
16 Feb 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2570159 The complaint Miss G complains that NewDay Ltd trading as Aqua has added fees and charges to her account which have kept it constantly over its limit. She also complains about poor service. What happened Miss G had a credit card account with Aqua. She says that Aqua has kept he... (6 pages)View decision -
Decision Reference DRN3850410
21 Oct 2019 NewDay Ltd Not upheldBanking and creditMr P complains that NewDay Ltd (trading as Aqua) should not have approved his credit card application.backgroundMr P applied for an Aqua credit card in October 2018. His application was successful and Aqua gave him a card with a credit limit of £900. He went over the credit limit in Januar... (2 pages)View decision
