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-3732627
31 Oct 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3732627 The complaint Mr C complains that Newday Ltd (trading as Aqua) added multiple charges to his credit card account even though he’d made the required payments, and its customer service was very poor. What happened Mr C says that Aqua took a direct debit from his account after he’... (3 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 -
Decision Reference DRN-2829512
23 Jun 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2829512 The complaint Mr M complains that NewDay Ltd trading as Aqua didn’t tell him that the interest rate on his credit card account was increasing. What happened Mr M says he was sent a letter in October 2019 telling him the interest rate on his Aqua credit card account would be inc... (2 pages)View decision -
Decision Reference DRN-1994504
4 Jan 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-1994504 The complaint Mr J complains that NewDay Ltd trading as Aqua refused his claim brought under Section 75 of the Consumer Credit Act 1974 (CCA). He wants a full refund of his holiday costs. What happened Mr J tells us that he booked a holiday abroad in 2019 with a company I’ll re... (3 pages)View decision -
Decision Reference DRN-3040161
9 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3040161 The complaint Miss F complains that NewDay Ltd (trading as Aqua) unfairly reported a default to her credit file. What happened In August 2016, Miss F opened a credit card account with Aqua. The account fell into arrears in December 2017 and a couple of payments were missed. Mis... (5 pages)View decision -
Decision Reference DRN-4793923
6 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4793923 The complaint Mr M complains that NewDay Limited Ltd as Aqua lent irresponsibly when it increased the credit limit on his credit card. What happened Mr M had an Aqua credit card that had a credit limit of £1,150. In December 2007, Mr M’s credit limit was increased to £1,550. Aq... (2 pages)View decision -
Decision Reference DRN-3114242
4 Nov 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3114242 The complaint Ms S complains that NewDay Ltd trading as Aqua irresponsibly increased the credit limit on her credit card account to unaffordable levels. What happened Ms S says Aqua repeatedly increased the credit limit on her credit account to unaffordable levels. She says she... (2 pages)View decision -
Decision Reference DRN-5446404
2 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5446404 The complaint Miss S complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved her credit card application. What happened Miss S applied for a credit card with Marbles in February 2023. In her application, Miss S said she was employed with an income o... (2 pages)View decision -
Decision Reference DRN-2838403
22 Jun 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2838403 The complaint Mr W complains that NewDay Ltd trading as Aquacard have irresponsibly lent to him when they increased his credit limit on his credit card. What happened Mr W made an application for an Aqua credit card in November 2019. Mr W told Aqua that he earned £37,600, had o... (2 pages)View decision -
Decision Reference DRN-3614463
28 Jul 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3614463 The complaint Mr B complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved his credit card application. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In October 2020 Mr B applied... (3 pages)View decision
