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 2165 results
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Decision Reference DRN1475226
30 Mar 2019 NewDay Ltd Not upheldBanking and creditMrs K complains that NewDay Ltd (trading as Aqua) lent irresponsibly when it approved her credit card application and went on to increase her credit limit. backgroundMrs K applied for an Aqua credit card which was approved in November 2011 and had a £400 credit limit. ... (3 pages)View decision -
Decision Reference DRN-2915878
8 Jul 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2915878 The complaint Mr P complains that NewDay Ltd trading as Aqua closed and defaulted his credit card account despite asking for help while experiencing financial difficulties. What happened The background to this complaint and my initial conclusions were set out in my provisional ... (3 pages)View decision -
Decision Reference DRN-5293082
21 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5293082 The complaint Mr Z complains NewDay Ltd trading as Aqua irresponsibly lent to him. Mr Z 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 Z himself. What happe... (3 pages)View decision -
Decision Reference DRN-3254079
19 Jan 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3254079 The complaint Mr D complains that NewDay Ltd trading as Aqua have irresponsibly lent to him. Mr D 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 D hi... (3 pages)View decision -
Decision Reference DRN5320109
30 Dec 2015 NewDay Ltd Not upheldBanking and creditMr E complains about the way NewDay Ltd trading as aqua (“aqua”) increased the interest rate on his credit card. He also complains about charges that were added to his account, collection calls that were made to him and aqua referring to him by the wrong name.bac... (3 pages)View decision -
Decision Reference DRN-5061393
18 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5061393 The complaint Mr B complains that NewDay Limited trading as Aqua lent irresponsibly when it approved a credit card he made and later increased the credit limit. What happened Mr B applied for an Aqua credit card in May 2021. In his application, Mr B said he was employed wit... (3 pages)View decision -
Decision Reference DRN-5353547
20 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5353547 The complaint Mrs E complains that NewDay Ltd trading as Aqua have irresponsibly lent to her. What happened Mrs E was approved for an Aqua credit card in October 2020 with a £300 credit limit. The credit limit was increased to £1,050 in July 2022. Mrs E says that Aqua irresp... (3 pages)View decision -
Decision Reference DRN-5158062
31 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5158062 The complaint Ms D complains about NewDay Ltd trading as Aqua’s actions when she fell into arrears on her credit card account. What happened In October 2023, Ms D agreed to a no fee arrangement when her account fell into arrears. She was requi... (3 pages)View decision -
Decision Reference DRN-5344658
11 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5344658 The complaint Mr A 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 A applied for a credit card with Aqua in September 2018. In his application, Mr A said he was ... (3 pages)View decision -
Decision Reference DRN-4665658
19 Apr 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4665658 The complaint Mr M complains about several service issues concerning NewDay Ltd trading as Aqua (Aqua). What happened Mr M has a credit card from Aqua. In November 2023, several things caused him to complain. He tried to make a payment with his card but found it had been blocke... (4 pages)View decision
