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-3025008
13 Sep 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3025008 The complaint Ms D complains about the way NewDay Ltd trading as Aqua handled a call. Ms D also complains that Aqua’s app doesn’t provide clear information about her credit card. What happened In May 2021 Ms D called Aqua to check whether a payment had been received. Ms D says... (2 pages)View decision -
Decision Reference DRN0028112
8 Mar 2018 NewDay Ltd UpheldBanking and creditMr L complains about service he provided by NewDay Ltd (trading as Aqua) on his credit card account when he had financial difficulties last year. backgroundAqua rang Mr L last November to discuss arrears on his account and the call handler hung up when he tried to dis... (2 pages)View decision -
Decision Reference DRN-5562834
19 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5562834 The complaint Ms B complains that NewDay Ltd trading as Aqua irresponsibly lent to her. Ms B 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 Ms B herself What h... (2 pages)View decision -
Decision Reference DRN-5032812
4 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5032812 The complaint Miss E has complained NewDay Ltd, trading as Aqua, lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2022 Miss E was told by Aqua that they were closing her account. They also lodged a fraud-related marker on her... (3 pages)View decision -
Decision Reference DRN-5948197
16 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5948197 The complaint NewDay Ltd trading as Marbles provided Mr L with a credit card on 20 November 2017. It had a credit limit of £300 which didn’t change. Mr L says Marbles acted irresponsibly when it gave him the card. What happened The details of this complaint are well-known t... (2 pages)View decision -
Decision Reference DRN5754262
27 Mar 2019 NewDay Ltd Not upheldBanking and creditMiss G complains that NewDay Ltd (trading as Aquacard) has treated her unfairly because it’s increased the interest rate on her credit card twice and hasn’t treated her sympathetically in her financial difficulties.backgroundThe interest rate on Miss G’s Aquacard credit... (2 pages)View decision -
Decision Reference DRN-6026902
6 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6026902 The complaint Miss W complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Miss W was approved for an Aqua credit card in June 2019, with a £900 credit limit. The credit limit was increased in September 2019 (to £2,150), September 2020 (£3,400), ... (4 pages)View decision -
Decision Reference DRN-5823741
17 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5823741 The complaint Mr S complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decisio... (4 pages)View decision -
Decision Reference DRN-3692341
16 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3692341 The complaint Mr B complains that NewDay Ltd trading as Aqua failed to administer his account resulting in additional charges being applied to the account which adversely affected his credit score. What happened Mr B explained that Aqua blocked his card after they became suspi... (2 pages)View decision -
Decision Reference DRN-5807978
26 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5807978 The complaint Mr P complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved his credit card application and later increase the limit. What happened Mr P applied for a Marbles credit card in June 2019. In his application, Mr P said he was employed wit... (3 pages)View decision