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 DRN-4192028
1 Nov 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4192028 The complaint Mr E complains that NewDay Ltd trading as Aqua wrongly terminated his account, and they gave him wrong information about his account being passed to a debt collection agency (DCA). What happened Mr E says that he rung Aqua on 17 August 2022, and he was told that i... (3 pages)View decision -
Decision Reference DRN-3367102
14 Apr 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3367102 The complaint Mr H complains that he didn’t get any support from NewDay Ltd trading as Aqua (Aqua) and they registered a default against him. What happened Mr H had a credit card with Aqua. In January 2019, he had a limit of £7,550 and the balance was £4,797. Contractual minimu... (4 pages)View decision -
Decision Reference DRN-3890419
17 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3890419 The complaint Miss H complains that NewDay Ltd trading as Aqua irresponsibly lent her a credit card. She says increases to the credit limit were taken out as a result of a coercive relationship. And she doesn’t think Aqua has treated her fairly in seeking to recover the debt. W... (8 pages)View decision -
Decision Reference DRN-4257478
2 Aug 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4257478 The complaint Miss C complains that NewDay Ltd trading as Aqua did not change her statement date in line with her instructions. What happened Miss C says that she contacted Aqua to change her statement date to a couple of days later. She says nobody was available to do this for... (3 pages)View decision -
Decision Reference DRN-5294333
21 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5294333 The complaint Mr M complains that NewDay Ltd trading as Fluid have irresponsibly lent to him. What happened Mr M was approved for a Fluid credit card, in May 2021 with a £1,500 credit limit. The credit limit was increased to £2,850 in February 2023. Mr M says that Fluid irre... (3 pages)View decision -
Decision Reference DRN-4363179
16 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4363179 The complaint Mr I complains NewDay Ltd trading as Aqua treated him unfairly when he couldn’t meet the repayments on his account. Mr I says he received poor service which resulted in his account falling into default. What happened The facts of the complaint are well known to bo... (3 pages)View decision -
Decision Reference DRN-5221641
13 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5221641 The complaint Mrs J complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and went on to increase the credit limit. What happened Mrs J applied for a credit card with Aqua in May 2022. In the application Mrs J said she was... (3 pages)View decision -
Decision Reference DRN-2631321
13 Aug 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2631321 The complaint Ms T complains that NewDay Ltd – trading as Aqua – were irresponsible in approving a credit card for her because she thinks it was unaffordable, and she says she was vulnerable due to her poor mental health at the time. When I refer to what Ms T has said, and Aqua... (7 pages)View decision -
Decision Reference DRN-2277537
21 Oct 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-2277537 The complaint Mr S complains about how NewDay Ltd (“Marbles”) dealt with his concerns about a payment he made, or tried to make, to his Marbles credit card from his current account with a business that I will call “B”. What happened On 17 January 2020 Mr S paid, or attempted to... (4 pages)View decision -
Decision Reference DRN-5240692
13 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5240692 The complaint Miss E complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss E applied for a credit card with Aqua in September 2017. In her application, Miss E said s... (3 pages)View decision
