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 DRN3496790
31 May 2018 NewDay Ltd Not upheldBanking and creditMr G complains that NewDay Limited, trading as Marbles, won’t refund to him the money that he paid to a firm of solicitors. His complaint is made against Marbles under section 75 of the Consumer Credit Act 1974. backgroundMr G instructed a firm of solicitors in 201... (2 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 DRN9585441
31 Dec 2019 NewDay Ltd UpheldBanking and creditMs Q is unhappy about a default which NewDay Ltd, trading as Aqua, registered on her credit record.backgroundI set out the background to this complaint and my provisional conclusions by way of a provisional decision – a copy of which is attached and forms part of this final decision. For t... (11 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-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-3555455
21 Jul 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3555455 The complaint Mr T, who is represented by a third party, complains that NewDay, trading as Aqua (“Aqua”), irresponsibly granted him a credit card account he couldn’t afford to repay. What happened Mr T entered into an agreement with Aqua to have access to credit by way of a cre... (2 pages)View decision -
Decision Reference DRN-3013115
28 Feb 2022 NewDay Ltd Not upheldConsumer CreditDRN-3013115 Complaint Mr D has complained about a loan NewDay Ltd (trading as “Marbles”) provided to him. He says the loan was given to him when he wasn’t in a position to afford it and at the same time his credit card limit was being increased. Background Mr D also initially complained ab... (2 pages)View decision -
Decision Reference DRN-3875174
29 Dec 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3875174 The complaint Mr M complains that NewDay Ltd trading as Fluid irresponsibly approved his credit card account and later increased the credit limit to unaffordable levels. What happened Mr M says he applied for the Fluid account in January 2020. He says at the time he was in abou... (2 pages)View decision -
Decision Reference DRN-4029636
17 Mar 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4029636 The complaint Mr T complains that NewDay Ltd trading as Aqua (‘Aqua’) has registered a marker against him at CIFAS – the national fraud database. What’s happened? Mr T’s Aqua credit card account was opened in April 2019. In January 2020, Aqua registered a marker against Mr T wi... (2 pages)View decision -
Decision Reference DRN-5411314
21 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5411314 The complaint Miss W complains that NewDay Ltd trading as Aqua irresponsibly increased her credit limit. What happened Miss W’s Aqua account had a credit limit of £450, but Aqua increased the credit limit to £1,450 in June 2018. Miss W says that it was irresponsible for Aqua... (2 pages)View decision
