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-4146151
30 Jun 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4146151 The complaint Miss C complains that NewDay Ltd trading as Aqua (“Aqua”) failed to refund a transaction she attempted from a cash machine that was faulty which impacted her credit file. What happened Miss C explained that she attempted to use an automated teller machine (ATM) to... (3 pages)View decision -
Decision Reference DRN-5752612
13 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5752612 The complaint Miss R complains that NewDay Ltd trading as Marbles irresponsibly lent to her. What happened Miss R was approved for a Marbles credit card in September 2020 with a £900 credit limit. The credit limit was increased to £1,900 in June 2021. A final credit limit in... (5 pages)View decision -
Decision Reference DRN-4501210
5 Mar 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4501210 The complaint Ms C complains that NewDay Ltd (trading as Aqua) was irresponsible to lend to her. What happened Ms C was approved for an Aqua credit card in April 2015, and then six credit limit increases as follows: Date Credit Limit Opening 29 Apr 2015 £250 Increase 1 21 Sep 2... (4 pages)View decision -
Decision Reference DRN-2376262
29 Dec 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2376262 The complaint Mr S believes that NewDay Ltd, trading as Aqua, lent to him irresponsibly and is unhappy that they defaulted his credit card. What happened Mr S applied for an Aqua credit card in January 2015. Aqua accepted Mr S’s application and issued him with a credit card wit... (3 pages)View decision -
Decision Reference DRN-5106109
25 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5106109 The complaint Miss M complains that NewDay Ltd trading as Aqua (“Aqua”) irresponsibly provided her with a credit card and limit increases. In bringing her complaint, Miss M is represented by a business that I will refer to as T. What happened In December 2020, Miss M applie... (3 pages)View decision -
Decision Reference DRN-5488389
30 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5488389 The complaint Miss B 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 B applied for an Aqua credit card in December 2021. Aqua’s confirmed Miss B gave her incom... (3 pages)View decision -
Decision Reference DRN-3022423
22 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3022423 The complaint Mrs S complains about NewDay Ltd trading as Aqua’s (“Aqua”) decision to increase her credit limit. What happened Mrs S was accepted for a credit card by Aqua in June 2019 and given an initial credit limit of £450. Mrs S says she used this account for gambling and... (3 pages)View decision -
Decision Reference DRN-5440595
24 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5440595 The complaint Mr B 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 B applied for a credit card with Aqua in June 2016. In his application, Mr B said he was emplo... (3 pages)View decision -
Decision Reference DRN-2642441
19 Mar 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2642441 The complaint Mr B complains that NewDay Ltd, trading as Aqua, would not raise a chargeback when products he purchased were not as described. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giv... (2 pages)View decision -
Decision Reference DRN-6145333
11 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6145333 The complaint Miss T complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I ... (5 pages)View decision