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 2568 results
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Decision Reference DRN-3194637
30 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3194637 The complaint Ms H complains that NewDay Ltd (trading as Aqua) lent irresponsibly when it increased her credit card limit. What happened Ms H opened a credit card account with Aqua in early 2018. But within a few months the credit limit had more than doubled. And by the end of ... (3 pages)View decision -
Decision Reference DRN-4939705
10 Sep 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4939705 The complaint Mr M complains that NewDay Ltd trading as Marbles irresponsibly lent to him. Mr M 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 M h... (3 pages)View decision -
Decision Reference DRN-4800418
17 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4800418 The complaint Mr V complains that NewDay Ltd trading as Aqua had an error with their payments system. What happened Mr V says that on 21 October 2023, he tried making a payment towards his credit card via the Aqua application (app), choosing the option to pay via open banking. ... (3 pages)View decision -
Decision Reference DRN-5462412
7 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5462412 The complaint Mrs H complains that NewDay Ltd trading as Marbles irresponsibly lent to her. Mrs H 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 Mrs ... (5 pages)View decision -
Decision Reference DRN-2908019
8 Jul 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2908019 The complaint Mr W complains that NewDay Ltd trading as Aqua has irresponsibly lent to him. What happened Mr W applied for a credit card with Aqua in March 2018 and was accepted with a £900 credit limit. Mr W complained to Aqua and said he was in a desperate situation at the ti... (4 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 -
Decision Reference DRN-2331894
2 Jun 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2331894 The complaint Mr S is unhappy that NewDay Ltd, trading as Aqua, didn’t help him when he informed them of financial difficulties and mental health issues he was struggling with. Mr S is also unhappy that NewDay Ltd, trading as Aqua, recorded a default on his credit file. What ha... (3 pages)View decision -
Decision Reference DRN2103396
20 Jun 2017 NewDay Ltd UpheldBanking and creditMr G has complained that NewDay Ltd (trading as Opus) charged interest on his credit card, even though there was a promotional 0% interest rate on a balance transfer amount.backgroundMr G transferred his balance from another card to his Opus card account. The Opus ca... (2 pages)View decision -
Decision Reference DRN2470657
30 Jul 2015 NewDay Ltd Not upheldBanking and creditMr G complains that NewDay Ltd rejected his claim under S 75 Consumer Credit Act 1974 regarding a car he purchased.backgroundIn October 2014 Mr G bought a 12 years old Mitsubishi car for £1,000. It had done 100,000 miles. After purchasing the car Mr G identified some f... (2 pages)View decision -
Decision Reference DRN-4797270
14 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4797270 The complaint Mr D complains about how NewDay Ltd trading as Aqua did not refund him for a transaction. What happened The parties are familiar with the background of this complaint – so I won’t be covering this in detail here. It reflects my informal remit. In summary, in Novem... (5 pages)View decision