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 2553 results
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Decision Reference DRN2579585
31 Mar 2020 NewDay Ltd Not upheldBanking and creditComplaintMr A complains that NewDay Ltd rejected his claim under Section 75 Consumer Credit Act 1975 in respect if faulty doors.BackgroundMr A ordered seven doors by phone. They were delivered on 19 June and in early July a carpenter fitted three of these while Mr A was out. On his return ... (3 pages)View decision -
Decision Reference DRN-5625974
8 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5625974 The complaint Mr S complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr S applied for a Marbles credit card in August 2015. In his application, Mr S said his incom... (3 pages)View decision -
Decision Reference DRN7344378
31 Oct 2017 NewDay Ltd UpheldBanking and creditMr W complains that NewDay Ltd, trading as Aqua, irresponsibly increased the credit limit on his credit card.backgroundMr W took out an Aqua credit card in 2011 with a credit limit of £300. He says that limit was increased on a number of occasions up to £2350 in Novemb... (2 pages)View decision -
Decision Reference DRN6384956
30 Jun 2015 NewDay Ltd UpheldBanking and creditMrs H complains that NewDay Ltd rejected their claim under S 75 Consumer Credit Act 1974 in respect of a hotel booking.backgroundMrs H has a credit card with NewDay Ltd. In early August 2014 Mrs H booked a three day break in the hotel for herself, her husband and ... (2 pages)View decision -
Decision Reference DRN5141255
23 May 2016 NewDay Ltd Not upheldBanking and creditMr H says NewDay Ltd has failed to explain the seven interest rate rises on his credit card from 2004 to 2014. It doesn’t have records to justify each increase and hasn’t responded appropriately to his requests for information.our initial conclusionsOur adjudicator didn... (2 pages)View decision -
Decision Reference DRN9045126
17 Jul 2017 NewDay Ltd UpheldBanking and creditMr O complains that NewDay Ltd (trading as Aqua) gave him a credit card irresponsibly at a time when he was struggling financially. He also complains the credit limit was increased after a short time and he’s now having difficulty paying off his debts.backgroundMr O ... (2 pages)View decision -
Decision Reference DRN3313467
1 Jun 2016 NewDay Ltd Not upheldBanking and creditMr H complains that NewDay Ltd told him he could reduce the credit limit on his card and close it when he wanted. But Mr H says this isn’t what happened.backgroundsMr H said he wanted to reduce the balance on his card to improve his credit score. He says he’d be... (2 pages)View decision -
Decision Reference DRN9653829
18 Feb 2015 NewDay Ltd UpheldBanking and creditMs J complains that Newday Ltd (trading as Aqua) failed to close her account when requested. The business then added charges and sold the debt to a third party who petitioned for bankruptcy.our initial conclusionsThe adjudicator recommended the complaint should be upheld. Ms J... (2 pages)View decision -
Decision Reference DRN2682615
30 Apr 2020 NewDay Ltd UpheldBanking and creditMr C complains that it was irresponsible of NewDay Ltd trading as Aqua to issue a credit card to him with a £300 credit limit and then later to increase that limit to £800.backgroundI set out the background to Mr C’s complaint in my provisional decision. In that decision I explained why I ... (4 pages)View decision -
Decision Reference DRN-5619409
17 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5619409 The complaint Mr R complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr R applied for an Aqua credit card in August 2017. In his application, Mr R said he had an inco... (3 pages)View decision