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-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 DRN1167855
21 Mar 2016 NewDay Ltd Not upheldBanking and creditMr H complains that NewDay Ltd (trading as “Aqua”) allowed a payment to be made using his credit card which took him over his credit limit. It then charged him fees for being over the limit.backgroundIn May 2015 a payment was debited to Mr H’s Aqua credit card ac... (2 pages)View decision -
Decision Reference DRN-5079981
21 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5079981 The complaint Mr H complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr H is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr H himself. What ... (4 pages)View decision -
Decision Reference DRN-4686659
28 Mar 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4686659 The complaint Mrs G complains that NewDay Ltd trading as Pulse (“Pulse”) held her liable for two failed cash withdrawals. What happened Mrs G used her Pulse credit card in an Automated Teller Machine (ATM) and attempted to withdraw £250. Mrs G explained that she saw an error m... (5 pages)View decision -
Decision Reference DRN-1987899
27 Jan 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-1987899 The complaint Mr A complains that NewDay Ltd (trading as Aqua card - ‘Aqua’) gave him the wrong information about his weekly credit card payments and reneged on a payment agreement. What happened Mr A has a credit card account with Aqua. In July 2019, he had an outstanding acco... (4 pages)View decision -
Decision Reference DRN-2911285
15 Jul 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2911285 Complaint Mr H is unhappy with what NewDay Ltd (trading as “Aqua”) did to put things right after it agreed it irresponsibly lent to him. Background When Aqua considered Mr H’s complaint it didn’t think it acted unreasonably when initially providing Mr H with his credit card in ... (4 pages)View decision -
Decision Reference DRN-1863322
3 Aug 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1863322 The complaintMiss G complains that NewDay Ltd trading as Aqua irresponsibly lent to her and didn't help her when she was in financial difficulties. What happenedMiss G says Aqua's lending to her was irresponsible, and she would like all charges and interest refunded t... (2 pages)View decision -
Decision Reference DRN0209994
5 Feb 2016 NewDay Ltd Not upheldBanking and creditMr L complains that NewDay Ltd trading as Aqua (Aqua) did not pay compensation as it had promised for the time spent and costs incurred on telephone calls he had made to it. backgroundMr L contacted Aqua to make a claim regarding a holiday he had paid towards wi... (2 pages)View decision -
Decision Reference DRN-3249479
14 Jan 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3249479 The complaint Mrs C complaints that NewDay Ltd (Aqua) lent to her irresponsibly What happened In December 2015, Mrs C applied for a credit card from Aqua. It was agreed with a limit of £900. Her limit was then increased as shown: In June 2019, Mrs C’s account was put onto a pay... (5 pages)View decision -
Decision Reference DRN-2641268
15 Mar 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2641268 The complaint Mrs D complains that NewDay Ltd (trading as Aqua) increased the interest rate on her credit card. Mrs D also complains that Aqua negatively impacted her credit file by recording a “Q” marker when she complained. What happened The background to this complaint and m... (5 pages)View decision
