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 DRN2411350
14 Jun 2019 NewDay Ltd Not upheldBanking and creditMr L complains that NewDay Ltd, trading as Aqua, irresponsibly increased his credit card limit which was unaffordable.backgroundMr L says Aqua has increased the credit limit on his credit card on four or five occasions over the last few years. He says he has a gambl... (2 pages)View decision -
Decision Reference DRN-2826484
19 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2826484 The complaint Miss H complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card then quickly increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. In my p... (4 pages)View decision -
Decision Reference DRN-3719287
20 Oct 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3719287 The complaint Miss W complains NewDay Ltd trading as Aqua won’t correct the mobile number it has on its system and dealt with her complaint poorly causing distress. What happened Miss W says Aqua offered her a pre-approved credit card which she applied for and was sent. She say... (2 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-3176455
2 Dec 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3176455 The complaint Mr J complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened Mr J applied for an Aqua credit card in March 2014 and it was agreed with a limit of £250. Limit increases were offered by Aqua and put in place as follows: Date Limit M... (4 pages)View decision -
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-3316663
22 Feb 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3316663 The complaint Ms P complains that NewDay Ltd trading as Aquacard (Aqua) failed to collect two payments in line with the direct debit guarantee. Ms P also complains that Aqua changed her address which meant statements weren’t received. What happened The background to this compla... (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 DRN5099420
17 Dec 2018 NewDay Ltd Not upheldBanking and creditMr P complains that NewDay Ltd, trading as Aqua, has unfairly made a number of increases to the interest rate on his credit card.backgroundMr P says that over the last five years the interest rate on his credit card has doubled and he didn’t agree to those increases... (2 pages)View decision -
Decision Reference DRN2113725
12 Jul 2017 NewDay Ltd Not upheldBanking and creditMr S complains NewDay Ltd (trading as Opus) sent him a default notice when it shouldn’t have.backgroundMr S initially complained that Opus had registered a default on his credit file without telling him. Opus accepted it hadn’t sent a notice of intent to file a defau... (2 pages)View decision
