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 DRN8450222
12 Oct 2016 NewDay Ltd Not upheldBanking and creditMr K complains that NewDay Ltd (trading as “Aqua”) recorded a default on his credit file. backgroundMr K had a credit card account with Aqua. From May 2012 he was living away from home unexpectedly and stopped making the repayments that were due. Aqua applied fe... (2 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 DRN5222197
19 Jun 2015 NewDay Ltd Not upheldBanking and creditMr G complains that NewDay Ltd (trading as Opus) say he still owes money on a credit card account whereas he says he has finished paying off the debt.backgroundIn 2009 Mr G got into financial difficulties. Between then and 2014 he had an arrangement with Opus to p... (2 pages)View decision -
Decision Reference DRN8203015
22 Feb 2017 NewDay Ltd Not upheldBanking and creditMrs S complains that an account with NewDay Limited, trading as Aqua, has been set up in her name and that she is being held liable for the spending on the account that she didn’t make or authorise.backgroundMrs S says that she received a letter from Aqua in July 2016 ... (2 pages)View decision -
Decision Reference DRN-2978320
31 Aug 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2978320 The complaint Mr M complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened In August 2019, Mr M applied for an Aqua credit card. It was approved with a limit of £1200. Mr M complains that Aqua couldn’t have done enough checks – he couldn’t affo... (2 pages)View decision -
Decision Reference DRN-2890409
12 Jul 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2890409 The complaint Mr W complains that NewDay Ltd trading as Aqua irresponsibly allowed him to open a credit card account and later increased his credit limit which was unaffordable. What happened Mr W says Aqua didn’t carry out any affordability checks on his credit card account ap... (2 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 -
Decision Reference DRN-2807476
20 May 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2807476 The complaint Ms J complains that NewDay Ltd, trading as Aqua, raised the credit limit on her credit card to the point where she can no longer afford the repayments. What happened The details of this complaint are well known to both parties, so I will not repeat them again her... (2 pages)View decision -
Decision Reference DRN-2828949
23 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2828949 The complaint Miss G complained that NewDay Ltd trading as Aqua (“Aqua”) should not have provided her with a credit card and then increased the credit limit, as it was not affordable for her. What happened Miss G applied for and was given a credit card with Aqua in May 2016, wi... (4 pages)View decision
