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-4586544
14 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4586544 Complaint Miss C has complained about a credit card NewDay Ltd (trading as “Aqua”) provided to her. She says the credit card was irresponsibly provided to her and then her limit increased even after she was only making minimum payments. Background Aqua provided Miss C with a cr... (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 -
Decision Reference DRN-5441435
23 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5441435 The complaint Mr R complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr R applied for an Aqua credit card in February 2020. In his application, Mr R said he was emplo... (3 pages)View decision -
Decision Reference DRN-2275516
10 Nov 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2275516 The complaint Ms W complains that Aqua lent irresponsibly when it approved her credit card application and later went on to increase the credit limit. Ms W also complains that Aqua sold her debt to a third party despite being aware she was vulnerable. What happened On 3 June 20... (3 pages)View decision -
Decision Reference DRN-5528458
12 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5528458 The complaint Dr M complains about the way in which HSBC UK Bank Plc has administered her credit card account. What happened Dr M holds a Partnership Card credit card account with John Lewis. The account was opened in 2006 and was administered by HSBC until 2022. In 2022 Joh... (3 pages)View decision -
Decision Reference DRN-5219694
24 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5219694 The complaint Miss A complains that NewDay trading as Aqua lent irresponsibly when granting her a credit card and subsequent credit increases. What happened In August 2018 Miss A applied for a credit card with Aqua with an initial limit of £450. Her limit went on to be incr... (6 pages)View decision -
Decision Reference DRN-2851087
2 Jun 2021 NewDay Ltd UpheldConsumer CreditDRN-2851087 The complaint Miss H believes that NewDay Ltd, trading as Aqua, provided both a credit card and a personal loan to her when her financial circumstances at the time of the applications were such that these financial products were unaffordable for her. What happened In December 2... (6 pages)View decision -
Decision Reference DRN-2958069
17 Nov 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2958069 The complaint Mr S complains that NewDay Ltd trading as Aqua (“Aqua”) lent to him irresponsibly. What happened Mr S’s credit card account was opened in February 2013. Between 2013 and 2016 his credit limit was increased seven times with the final limit reaching £5,650. Aqua ha... (5 pages)View decision -
Decision Reference DRN-2440476
23 Jul 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2440476 Complaint Mr H says that NewDay Ltd (trading as “Aqua”) irresponsibly lent to him. He said any affordability checks would have shown that he wasn’t fit to be lent to. Background Mr H was provided with an Aqua credit card with an initial credit limit of £250 in August 2017. In ... (6 pages)View decision -
Decision Reference DRN-3434189
26 Oct 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3434189 The complaint Mr E complains that NewDay Limited t/a Aqua (Aqua) declined to refund transactions on his account he said he didn’t authorise. What happened Between 26 and 28 January 2021, 5 payments were made on Mr E’s Aqua credit card totalling £907.79 (including charges). Mr E... (3 pages)View decision
