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 2162 results
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Decision Reference DRN2266430
16 Dec 2018 NewDay Ltd Not upheldBanking and creditMs C complains that NewDay Ltd (trading as “Aqua”) acted irresponsibly when it allowed her two credit cards. She says the cards were unaffordable and her credit limits kept being increased. She also says Aqua’s rules were that only one card was allowed per customer.back... (2 pages)View decision -
Decision Reference DRN-5441321
21 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5441321 The complaint Mr S complains NewDay Ltd trading as Aqua irresponsibly lent to him. Mr S 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 S himself. What happe... (2 pages)View decision -
Decision Reference DRN8971594
13 Jun 2019 NewDay Ltd Not upheldBanking and creditMr C complains that NewDay Ltd trading as Aqua have raised the interest rate on his credit card.backgroundMr C has had an Aqua credit card for a number of years. In 2017, Aqua increased the interest rate on the card. They wrote to Mr C two months before the increase ... (3 pages)View decision -
Decision Reference DRN9667026
16 Aug 2017 NewDay Ltd Not upheldBanking and creditMr M complains about NewDay Ltd (“the business”) registering a default against his credit file, and selling his outstanding debt to a third party. backgroundMr M previously had a credit card, which was operated by the business. In summer 2014 Mr M reached his credit li... (3 pages)View decision -
Decision Reference DRN-2151780
14 Sep 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-2151780The complaintMr H complains that NewDay Ltd (“Aqua”) acted irresponsibly when it granted him a credit card account with a credit limit of £600. What happenedIn April 2017, Mr H applied online for a credit card account with Aqua. In his application, Mr H said he was employed with... (3 pages)View decision -
Decision Reference DRN-3050908
15 Sep 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3050908 The complaint Ms M complains that NewDay Ltd trading as Aqua irresponsibly increased the credit limit on her credit card account which was unaffordable. What happened Ms M says she has no issue with Aqua’s decision to allow her to open a credit card account in 2016 with a credi... (3 pages)View decision -
Decision Reference DRN-5273803
11 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5273803 The complaint Mr J complains that NewDay Ltd trading as Marbles irresponsibly lent to him. Mr J 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 J h... (3 pages)View decision -
Decision Reference DRN-5052953
16 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5052953 The complaint Mrs H complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and went on to increase the credit limit. What happened In February 2019, Mrs H applied for a credit card with Aqua. In her application, Mrs H said s... (3 pages)View decision -
Decision Reference DRN9120518
20 Apr 2018 NewDay Ltd Not upheldBanking and creditMs A complains that NewDay Ltd (the business) gave her inconsistent advice about the impact of a payment arrangement on her credit file. She says she would have acted differently if she had been provided with the correct information throughout.backgroundMs A fell into ... (3 pages)View decision -
Decision Reference DRN-2578508
22 Feb 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2578508 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card then later increased the credit limit. What happened In December 2014 Mr B applied for a credit card with Aqua. Mr B’s application said he was a tenant, employed ear... (3 pages)View decision
