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 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-1474255
23 Jul 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1474255The complaintMr R complains that NewDay Ltd (trading as Marbles) gave him the wrong information when he called to make a payment on his credit card and went on to unfairly terminate his account. What happenedMr R had a credit card with Marbles. The account was in arrears and Mar... (2 pages)View decision -
Decision Reference DRN-2203194
2 Nov 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-2203194 The complaint Mr C complains that NewDay Ltd (trading as Aqua) increased his credit limit irresponsibly on a number of occasions. What happened Mr C applied for an Aqua credit card in July 2015. He declared that he was self-employed with an annual salary of £18,000. He was give... (2 pages)View decision -
Decision Reference DRN7177858
13 Sep 2017 NewDay Ltd Not upheldBanking and creditMrs D complains that NewDay Limited, (“NDL”), has unfairly applied charges to her account as a result of a cancelled direct debit instruction which she said she didn’t cancel.backgroundMrs D had opened a credit card with a retailer in the 1980s. The credit card pro... (2 pages)View decision -
Decision Reference DRN1401065
30 Jan 2019 NewDay Ltd Not upheldBanking and creditMiss K complains about charges NewDay Ltd, trading as Aqua has applied to her credit card account and how it’s dealt with her following her financial and health difficulties.backgroundMiss K says she paid £750 towards her Aqua credit card balance but it’s not been ... (2 pages)View decision -
Decision Reference DRN-3983798
5 Jul 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3983798 The complaint Mr S has complained that NewDay Ltd trading as Aqua refused to refund transactions on his credit card made to a cryptocurrency company. He said he never made or authorised or made these transactions. What happened Mr S said he acquired this credit card to improve ... (2 pages)View decision -
Decision Reference DRN-3396303
29 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3396303 The complaint Mr D complains that NewDay Ltd trading as on his credit file when he was on a payment holiday due to COVID. What happened Mr D had an Aqua credit card. In March 2020, the balance was £4,600. He was in financial difficulty and in December 2019, Aqua agreed a paymen... (4 pages)View decision -
Decision Reference DRN-5359848
27 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5359848 The complaint Mr C complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and went on to increase the 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 DRN8051994
17 Apr 2018 NewDay Ltd Not upheldBanking and creditMr S complains about a refund which he says is due to him from NewDay Ltd (Aqua).background Mr S closed his Aqua account in March 2016. He says that at the time of closure he made an overpayment to clear the balance and was told that any overpayment plus interest ... (2 pages)View decision
