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 DRN-5094167
4 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5094167 Complaint Miss T has complained about a credit card NewDay Ltd (trading as “Dorothy Perkins”) provided to her. She says credit card was irresponsibly provided to her. Background Dorothy Perkins provided Miss T with a credit card with a limit of £500 in October 2019. Miss T’... (3 pages)View decision -
Decision Reference DRN-4524872
18 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4524872 The complaint Mr A complains that NewDay Ltd trading as Aqua (“Aqua”) failed to refund transactions he didn’t recognise. What happened What Mr A says Mr A explained that he noticed a series of transactions had been made using his Aqua credit card that he didn’t recognise. He w... (3 pages)View decision -
Decision Reference DRN-2810472
11 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2810472 The complaint Mr H complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened Mr H opened his Aqua card account in 2012. Aqua increased his credit limits as follows: Date Old Limit New Limit June 2012 - £500 November 2012 £500 £750 April 2013 £750... (7 pages)View decision -
Decision Reference DRN-2889376
23 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2889376 The complaint Ms R complained that NewDay Ltd (trading as ‘Aqua’) acted irresponsibly when they provided her with a credit card, increased its limit on two occasions and agreed to provide her a loan. What happened Ms R applied online to Aqua for a credit card in July 2016. Aqua... (5 pages)View decision -
Decision Reference DRN-5092362
21 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5092362 Complaint Mr L has complained about a (“Marbles”) branded credit card and the subsequent credit limit increases on it which NewDay Ltd provided to him. He says he was provided with the credit card and credit limit increases without any concern for his financial difficulty. ... (6 pages)View decision -
Decision Reference DRN-1119917
15 May 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1119917 The complaintMr H complains that NewDay Ltd (trading as Marbles) did not take into consideration his mental health when approving his credit card application. What happenedOn 18 September 2017, Marbles approved the online credit card application Mr H had applied for, and he was... (3 pages)View decision -
Decision Reference DRN-5302767
28 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5302767 The complaint Mrs B complains NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Mrs B was approved for an Aqua credit card in January 2018 with a £450 credit limit. I have detailed the credit limit changes below: November 2018 £450 to £1,100 April 2019 £1,1... (3 pages)View decision -
Decision Reference DRN-4763029
13 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4763029 The complaint Mr H complains that a finance provider (“T”) who subsequently sold his acocunt to NewDay Ltd (“ND”) failed to record his change of address in June 2013, resulting in statements being sent to his old address for over 10 years. Mr H says that he thought he’d paid t... (3 pages)View decision -
Decision Reference DRN-2671761
7 Apr 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2671761 The complaint Mr N complains of poor customer service and security concerns with NewDay Ltd trading as Aqua. What happened Mr N had been logged out of Aqua’s mobile phone application so he contacted them to update his mobile number on their records. Mr N was told that as he wan... (3 pages)View decision -
Decision Reference DRN7430819
12 Jun 2019 NewDay Ltd Not upheldBanking and creditMr R complains that it was irresponsible of NewDay Ltd (trading as Aqua) to give him a credit card and increase the credit limit at times. He’s also unhappy with the way Aqua responded when he had trouble making repayments. backgroundMr R applied for a credit card fro... (3 pages)View decision
