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-3421653
20 May 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3421653 The complaint Mr L complains that NewDay Ltd trading as Marbles Card irresponsibly allowed him to open a credit card account and later increased the credit limit to unaffordable levels. What happened Mr L says he opened the Marbles account in 2015 and at the time had a number o... (2 pages)View decision -
Decision Reference DRN-5616715
23 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5616715 The complaint Mrs K is unhappy that NewDay Ltd trading as Debenhams (Debenhams) charged her a cash advance fees and interest on her credit card when she used it to purchase an item. When I refer to what Mrs K and/or Debenhams said or did, it should also be taken to include ... (3 pages)View decision -
Decision Reference DRN-2840492
27 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2840492 The complaint Mr T is unhappy that NewDay Ltd, trading as Aqua, increased the credit limit on his credit account, which he feels was unaffordable for him at those times. What happened In December 2014, Aqua increased the credit limit on Mr T’s account from £600 to £1,350. Aqua ... (3 pages)View decision -
Decision Reference DRN-2709672
20 Apr 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2709672 The complaint Mr K complains that NewDay Ltd trading as Amazon Classic Card (Amazon) lent to him irresponsibly. What happened In April 2019, Amazon agreed to give Mr K a credit card with a limit of £500. The account went into arrears and was sold to a debt collection agency in ... (3 pages)View decision -
Decision Reference DRN-2879741
23 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2879741 The complaint Mrs K complains that NewDay Ltd trading as Aqua irresponsibly allowed her to open a credit card account and later increased her credit limit which were both unaffordable. What happened Mrs K says she was in financial difficulties when the credit card account was o... (2 pages)View decision -
Decision Reference DRN6227390
5 Feb 2018 NewDay Ltd UpheldBanking and creditMrs L complains that NewDay Ltd (trading as Aqua) lost a payment she made to her credit card account. backgroundMrs L told us that she paid £200 to her credit card account with Aqua in August, and then the same amount again in September. Shortly after, she started re... (2 pages)View decision -
Decision Reference DRN-5894012
4 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5894012 The complaint Mr J complains that his credit card account he held with NewDay Ltd trading as Aqua (“Aqua”) was incorrectly sold to a third-party debt collection agency. What happened Mr J held a credit card account with Aqua, which was opened in July 2018. Mr J said he was ... (3 pages)View decision -
Decision Reference DRN-2315325
26 Nov 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2315325 The complaint Mr T says that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly when it increased his credit limits four times over a 14 month period. Mr T wants a refund of all interest paid and any late payment charges. What happened Aqua opened Mr T’s account in Dec... (5 pages)View decision -
Decision Reference DRN2212534
15 Aug 2014 NewDay Ltd UpheldPayment protection insurance (PPI)This complaint relates to the sale of a monthly premium Payment Protection Insurance (“PPI”) policy sold together with a credit card in 1997. Mr N complains that NewDay Ltd, trading as “People’s Bank” mis–sold him the policy. backgroundThe policy was designed to provide cover in the eve... (3 pages)View decision -
Decision Reference DRN-5382219
28 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5382219 The complaint Mr Z complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr Z 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 Z hims... (4 pages)View decision