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-2662041
8 Mar 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2662041 The complaint Miss M complained that NewDay Ltd trading as Aqua (Aqua) lent to her irresponsibly. What happened Miss M had an Aqua credit card since 2013. Between 2014 and 2016, Aqua increased her limit as follows: Date Old Limit New Limit 10 June 2014 £250 £400 3 December 2014... (3 pages)View decision -
Decision Reference DRN-5508341
17 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5508341 The complaint Mr G 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 G applied for an Aqua credit card in November 2020. In his application, Mr G said he was emplo... (3 pages)View decision -
Decision Reference DRN-5114030
18 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5114030 Complaint Mrs H has complained about a credit card and subsequent limit increases which NewDay Ltd (trading as “Aqua”) provided to her. She says the account was unaffordable. Background Aqua provided Mrs H with a credit card which had a credit limit of £250 in December 2012... (3 pages)View decision -
Decision Reference DRN-5607579
22 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5607579 The complaint Miss S complains that NewDay Ltd trading as Aqua irresponsibly lent to her. Miss S is represented by a solicitor’s 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 Miss S herself... (4 pages)View decision -
Decision Reference DRN-3091261
6 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3091261 The complaint Mr B complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved his credit card and later increased the credit limit twice. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. In ... (3 pages)View decision -
Decision Reference DRN-5229089
3 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5229089 The complaint Mr D complains NewDay Ltd trading as Aquacard irresponsibly lent to him. Mr D 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 D himself. What h... (3 pages)View decision -
Decision Reference DRN-5843962
26 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5843962 The complaint Mrs F complains about the service she received from NewDay Ltd trading as Aqua. What happened Mrs F had an Aqua credit card account. After she raised an irresponsible lending complaint, Aqua closed her account and agreed a payment holiday. Mrs F was unhappy to ... (4 pages)View decision -
Decision Reference DRN9233375
10 Jun 2019 NewDay Ltd UpheldBanking and creditMr P complains that NewDay Ltd, trading as Aqua, shouldn’t have given him a credit card when it did as he couldn’t afford it. Mr P also complained that Aqua refused to provide proof it had carried out a credit check and said one of its staff had been rude to h... (3 pages)View decision -
Decision Reference DRN-4249672
31 Jul 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4249672 The complaint Mr W complains that NewDay Ltd trading as Aqua registered a Q marker on his credit file. What happened Mr W says that Aqua had added a Q marker to his credit file. He says Aqua asked for a letter from a credit reference agency (CRA), which he provided to them, but... (3 pages)View decision -
Decision Reference DRN-5748681
2 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5748681 The complaint Mr B is unhappy that a debt he owed under a credit card provided by NewDay Ltd trading as Aqua was sold to a third-party debt collection agency ‘(DCA’). What happened Mr B opened a credit card account with Aqua on 21 May 2019. In 2021, Mr B advised Aqua of a c... (3 pages)View decision