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-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 -
Decision Reference DRN-3846807
13 Dec 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3846807 The complaint Ms S complains that NewDay Ltd (trading as Aqua) declined her request for a refund under section 75 of the Consumer Credit Act 1974. What happened In May 2021 Ms S used her Aqua credit card to pay £200 to colour treat her human hair extensions. Ms S had an initial... (3 pages)View decision -
Decision Reference DRN0345640
31 Dec 2018 NewDay Ltd Not upheldBanking and creditMr T complained that NewDay Ltd, trading as Aquacard, shouldn’t have increased his credit limit. He said he was using it for gambling, and thinks Aquacard should have noticed and done something about it.Mr T wants Aquacard to refund all interest and late fees, and r... (4 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 DRN6927664
21 Mar 2019 NewDay Ltd Not upheldBanking and creditMiss R complains that NewDay Ltd (trading as Aqua) didn’t pursue a chargeback request fora transaction on her Aqua credit card.backgroundIn 2017 Miss R was abroad with relatives when their return flights were cancelled at the last minute. She checked online and found ... (4 pages)View decision -
Decision Reference DRN-5064095
8 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5064095 The complaint Mrs T complains that NewDay Ltd trading as Aquacard have irresponsibly lent to her. Mrs T 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 b... (4 pages)View decision -
Decision Reference DRN-5439079
28 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5439079 The complaint Miss J complains NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Miss J was approved for an Aqua credit card in May 2020 with a £250 credit limit. I have detailed the credit limit increases below: October 2020 £250 to £1,250 October 2021 £1,... (4 pages)View decision -
Decision Reference DRN-5227340
7 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5227340 Complaint Mrs D has complained that NewDay Ltd (trading as “Aqua”) irresponsibly provided a credit card as well and the subsequent credit limit increases to her. She says that they were unaffordable and became unmanageable. Background Aqua initially provided Mrs D with a cr... (4 pages)View decision -
Decision Reference DRN-5587356
28 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5587356 The complaint Mr V complains that NewDay Ltd trading as John Lewis Partnership Card (JLPC) have irresponsibly lent to him. What happened Mr V was approved for a JLPC in August 2022 with a £7,200 credit limit. He says that JLPC irresponsibly lent to him. Mr V made a complaint... (4 pages)View decision -
Decision Reference DRN-5061829
7 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5061829 The complaint Mr B complains NewDay Ltd trading as Aqua irresponsibly lent to him. Mr B 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 B himself. What happe... (4 pages)View decision
