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-5213600
17 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5213600 The complaint Miss M complains NewDay Ltd trading as Aqua irresponsibly lent to her. Miss M 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 Miss M her... (5 pages)View decision -
Decision Reference DRN-5786173
1 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5786173 The complaint Mr M complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr M 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 Mr M hims... (5 pages)View decision -
Decision Reference DRN-5272636
5 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5272636 The complaint Miss M complains that NewDay Ltd trading as Aqua irresponsibly lent her money on a credit card. What happened In March 2019, Miss M applied for a card with Aqua, and was offered an initial credit limit of £450. Aqua subsequently increased the credit limit on th... (3 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 DRN-5174982
27 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5174982 The complaint Mr L complains about NewDay Ltd’s response to his claim made under section 75 of the Consumer Credit Act 1974 (“section 75”), after he used his credit card to fund, in part, the purchase of a car. He says that the car was not of satisfactory quality. NewDay Ltd... (5 pages)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-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 -
Decision Reference DRN-5196251
3 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5196251 The complaint Mrs G complains that NewDay Ltd trading as Aqua irresponsibly lent to her. Mrs G 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 G h... (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
