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 DRN-3050609
6 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3050609 The complaint Mr E complains that NewDay Ltd trading as Marbles didn’t give him information about his account which led to adverse information being registered on his credit file. What happened Mr E says he was in financial difficulties and agreed a repayment plan with Marbles.... (2 pages)View decision -
Decision Reference DRN-5136463
29 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5136463 The complaint Mr P complains NewDay Ltd trading as Aqua irresponsibly lent to him. Mr P is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr P himself. What happe... (4 pages)View decision -
Decision Reference DRN4385162
24 Apr 2018 NewDay Ltd UpheldBanking and creditMr P complains about unsolicited contact he’s received from NewDay Ltd in relation to his credit card account.backgroundMr P says when he opened his credit card account he elected not to receive marketing communications. He says this request wasn’t honoured and he wa... (2 pages)View decision -
Decision Reference DRN5764816
17 Jul 2019 NewDay Ltd Not upheldBanking and creditMr H complains that NewDay Ltd (trading as Aqua) increased the limit on his credit card without properly assessing whether he could afford the additional lending. background Mr H opened an Aqua credit card account in August 2013, and had a limit of £250. Aqua increased this to £400 in July... (2 pages)View decision -
Decision Reference DRN0258442
19 Feb 2019 NewDay Ltd UpheldBanking and creditMr K complains about the way NewDay Ltd (trading as Aqua) handled a dispute he raised about a payment to a software provider.background In June 2017 Mr K was interested in some computer software so he entered into a free trial. He decided he didn’t want it but ab... (2 pages)View decision -
Decision Reference DRN6699598
27 Oct 2015 NewDay Ltd Not upheldBanking and creditMr O complained about the interest rate increase which NewDay Ltd, trading as Aqua, applied to his credit card.backgroundIn April 2015, Aqua wrote to tell Mr O that it would be increasing the interest rate on his credit card from June. The letter said it had considere... (2 pages)View decision -
Decision Reference DRN-2945141
26 Aug 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2945141 The complaint Mr N complains that NewDay Ltd trading as Aqua irresponsibly allowed him to open a credit card account and later increased his credit limit which was unaffordable. What happened Mr N says Aqua shouldn’t have allowed him to open the credit card account and shouldn’... (2 pages)View decision -
Decision Reference DRN-5262681
30 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5262681 The complaint Miss J complains that NewDay Ltd, trading as Aqua, were unreasonable to terminate and default her account. What happened Miss J had an Aqua credit card account. In May 2024 she contacted Aqua and told them she was in financial difficulty. They placed a hold on ... (2 pages)View decision -
Decision Reference DRN6146769
13 Jun 2018 NewDay Ltd Not upheldBanking and creditMiss B has complained that NewDay Ltd (trading as Aqua) acted irresponsibly when it increased the limit on her credit card and when it allowed her to open a second card at a time when her first card was still open.backgroundMiss B has held four credit cards with Aqu... (2 pages)View decision -
Decision Reference DRN-4107653
26 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4107653 The complaint Mr B has complained that NewDay Ltd trading as Aqua won’t reimburse him money he paid for goods he says weren’t received. What happened Mr B paid £171.20 to an online merchant in October 2022 using his Aqua credit card. He disputed the transaction with Aqua the fo... (3 pages)View decision