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-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-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-3700199
3 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3700199 The complaint Mr B complains that NewDay Ltd, trading as Aqua, didn’t give him support when he found his credit card unaffordable. What happened Mr B held an Aqua credit card between July 2014 and August 2019. Mr B says he found it difficult to make his monthly repayments from ... (2 pages)View decision -
Decision Reference DRN-4727511
1 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4727511 The complaint Mr H complains that NewDay Ltd trading as John Lewis Partnership Card (“JLP”) declined his credit application. What happened In September 2022 Mr W made two applications for a JLP credit card. The first application was made on 13 September 2022 and the second appl... (2 pages)View decision -
Decision Reference DRN-4709750
22 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4709750 The complaint Mr M complains that NewDay Ltd trading as Aqua (“Aqua”) sold his account to a third party who pursued him for a debt which he’s already paid. What happened Mr M held a credit card account with Aqua. In January 2021 he took out a debt consolidation loan to pay off ... (2 pages)View decision -
Decision Reference DRN-2257221
8 Dec 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-2257221 The complaint Mr B complains about the interest rate applied to his credit card by NewDay Ltd (trading as “Marbles”). What happened Mr B opened a credit card account with Marbles in May 2018. He says when he opened the account, he was given 5 months at 0% interest and the inter... (2 pages)View decision -
Decision Reference DRN-5112961
17 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5112961 The complaint Miss J complains NewDay Ltd trading as Aqua irresponsibly lent to her. Miss J is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss J her... (2 pages)View decision -
Decision Reference DRN-3747450
12 Oct 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3747450 The complaint Ms W complains that NewDay Ltd trading as Aqua irresponsibly allowed her to open a credit card account which was unaffordable. What happened Ms W says she opened the Aqua credit card account in November 2017. She says at the time she had taken out a number of payd... (2 pages)View decision -
Decision Reference DRN-5173531
13 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5173531 The complaint Mr S has complained that NewDay Ltd trading as Aquacard lent to him irresponsibly. What happened In 2022, Aquacard gave Mr J a credit card with a limit of £900. It increased his credit limit in March 2023 to £1,500 and in July 2023 to £2,750. Mr J considers tha... (3 pages)View decision -
Decision Reference DRN-2497992
22 Feb 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2497992 The complaint Mr M has made a complaint against NewDay Ltd trading as Aqua for how they have administered his account. What happened In September 2018 Aqua wrote to Mr M as they were concerned he may be in persistent debt. The letter detailed actions he could take such as makin... (2 pages)View decision
