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-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-2497750
11 Jan 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2497750 The complaint Mr N complains that NewDay Ltd (trading as Aqua) increased his credit card limit several times - beyond what he could afford to repay. Mr N also complains that Aqua made matters worse by increasing his interest rate. What happened Mr N opened a credit card account... (5 pages)View decision -
Decision Reference DRN-5213908
13 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5213908 Complaint Mr R has complained about a credit card NewDay Ltd (trading as “Aqua”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background In June 2022, Aqua provided Mr R with a credit card which h... (3 pages)View decision -
Decision Reference DRN-3435324
14 Jun 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3435324 The complaint Mr W complains that NewDay Ltd trading as Aqua recorded a default on his credit file. What happened Mr W had a credit card account with Aqua. In July 2020, he contacted Aqua and told it about his personal circumstances. He explained the impact they were having on ... (2 pages)View decision -
Decision Reference DRN-4197855
6 Jul 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4197855 The complaint Mr B complains that NewDay Ltd trading as Marbles Card lent to him irresponsibly. What happened In April 2019 Mr B applied for a credit card. Marbles approved the application and gave Mr B a card with an initial credit limit of £1200. The credit limit was increase... (3 pages)View decision -
Decision Reference DRN-1975148
17 Feb 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-1975148 The complaint Mr M complains that NewDay Ltd trading as Marbles Card irresponsibly allowed him to open a credit card account that was unaffordable. What happened Mr M says he opened the Marbles account in 2015 and at that time was in significant debt. He says that ought to have... (2 pages)View decision -
Decision Reference DRN5081475
21 Aug 2018 NewDay Ltd Not upheldBanking and creditMrs S complains about problems she’s had with NewDay Ltd (trading as Aqua) following her offer to settle her credit card account at a reduced amount. Mrs S is represented by her husband – Mr S.backgroundMrs S had a credit card with Aqua. In October 2016 she made an... (2 pages)View decision -
Decision Reference DRN-2748091
20 Apr 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2748091 The complaint Mr V complains that NewDay Ltd trading as Aqua irresponsibly lent to him and the lending was unaffordable. What happened Mr V says he took out an Aqua credit card account but Aqua didn’t check his finances which would have shown his financial difficulties. He says... (2 pages)View decision -
Decision Reference DRN-1245189
23 Apr 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1245189 The complaintMiss N complains that NewDay Ltd trading as Debenhams reduced her credit limit and cancelled her direct debit before passing her account to a debt recovery department. What happenedMiss N says she had a direct debit in place to pay her Debenhams credit card account... (2 pages)View decision -
Decision Reference DRN6413082
23 Nov 2020 NewDay Ltd Not upheldBanking and creditMr B complains that NewDay Ltd (trading as Aqua) has refused to raise a Section 75 claim on his behalf. background Mr B says hotel accommodation he bought as part of a holiday, using his Aqua card, was misrepresented to him on the phone. He says he booked a double room with a garden view a... (3 pages)View decision
