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 2421 results
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Decision Reference DRN-5518052
1 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5518052 The complaint Miss L complains NewDay Ltd trading as Aqua irresponsibly lent to her. Miss L 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 Miss L herself. What... (4 pages)View decision -
Decision Reference DRN-5794479
3 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5794479 The complaint Mrs D complains that NewDay Ltd trading as BIP have irresponsibly lent to her. Mrs D 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 Mrs... (4 pages)View decision -
Decision Reference DRN5578129
14 Aug 2019 NewDay Ltd UpheldBanking and creditMr C has complained that NewDay Ltd (trading as “Aqua”card) irresponsibly provided him with two credit cards in 2014 and 2018.backgroundI attach my provisional decision of 29 July 2019, which forms part of this final decision. In my provisional decision, I set out why I was intending to up... (6 pages)View decision -
Decision Reference DRN7967757
11 Nov 2020 NewDay Ltd UpheldBanking and creditMr H has complained that NewDay Ltd (“Aqua”) has told him his account is in arrears, even though the interest has been frozen. He would like the debt to be written off. He feels Aqua has discriminated against him, provided him with poor service and mismanaged his payment plan. background f... (3 pages)View decision -
Decision Reference DRN8312497
6 Jun 2014 NewDay Ltd Not upheldBanking and creditMr G complains that NewDay Ltd (trading as Opus) did not give him the required notice for changes to the interest rate on his credit card account. He says the same is true of the previous provider of the account, which I refer to “B”, before it was transferred to Opus. Mr G wants Opus ... (1 page)View decision -
Decision Reference DRN-2324293
7 Dec 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-2324293 The complaint Mr C’s complaint is that NewDay Ltd, trading as Aqua, didn’t provide him with the service it should have and that a marker has been unfairly applied to his credit file. What happened Mr C has an Aqua account. In February 2020, he spoke with an adviser about his ac... (3 pages)View decision -
Decision Reference DRN-5431156
29 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5431156 The complaint Miss M complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss M applied for a credit card with Aqua in December 2015. In her application, Miss M said sh... (3 pages)View decision -
Decision Reference DRN-5457096
29 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5457096 The complaint Mrs B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Mrs B applied for an Aqua credit card in March 2020. In her application, Mrs B said she was empl... (3 pages)View decision -
Decision Reference DRN-2909798
6 Jul 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2909798 The complaint Ms Q complains that NewDay Ltd trading as Aqua (Aqua) lent to her irresponsibly. What happened Ms Q applied for a credit card from Aqua in July 2018 with a limit of £450. Further increases were agreed as follows: Date Limit July 2018 £450 November 2018 £1350 March... (3 pages)View decision -
Decision Reference DRN-3178363
23 Feb 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3178363 The complaint Mr T complained because NewDay Ltd, trading as Aqua, charged him late payment fees on his credit card. What happened Mr T opened a NewDay account in January 2015. At that point, statements were produced around 24 th of each month, with the payments being due on 11... (3 pages)View decision
