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-5931390
7 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5931390 The complaint Mr U complaints that NewDay Ltd trading as Aqua gave him a credit card and subsequent limit increases he couldn’t afford to repay. What happened In March 2024 Aqua gave Mr U a credit card with a limit of £1,200. This was increased to £2,450 in July 2024 and it ... (4 pages)View decision -
Decision Reference DRN-2828949
23 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2828949 The complaint Miss G complained that NewDay Ltd trading as Aqua (“Aqua”) should not have provided her with a credit card and then increased the credit limit, as it was not affordable for her. What happened Miss G applied for and was given a credit card with Aqua in May 2016, wi... (4 pages)View decision -
Decision Reference DRN-5654019
27 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5654019 The complaint Mr E complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional deci... (4 pages)View decision -
Decision Reference DRN3850410
21 Oct 2019 NewDay Ltd Not upheldBanking and creditMr P complains that NewDay Ltd (trading as Aqua) should not have approved his credit card application.backgroundMr P applied for an Aqua credit card in October 2018. His application was successful and Aqua gave him a card with a credit limit of £900. He went over the credit limit in Januar... (2 pages)View decision -
Decision Reference DRN2084110
4 May 2017 NewDay Ltd Not upheldBanking and creditMr S complains that NewDay Cards Ltd (trading as Marbles) were wrong to have defaulted his credit card account. He wants the default and credit markers removed from his credit file.backgroundIn September 2016 Mr S failed a security check and was therefore not allowe... (2 pages)View decision -
Decision Reference DRN-1928838
6 Oct 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1928838 The complaint Mr G complains about poor service from NewDay Ltd in connection with his ‘Aqua’ credit card. What happened Mr G wanted to make the minimum payment on his credit card account using several instalments. But he didn’t realise that the maximum number of payments he co... (2 pages)View decision -
Decision Reference DRN8450222
12 Oct 2016 NewDay Ltd Not upheldBanking and creditMr K complains that NewDay Ltd (trading as “Aqua”) recorded a default on his credit file. backgroundMr K had a credit card account with Aqua. From May 2012 he was living away from home unexpectedly and stopped making the repayments that were due. Aqua applied fe... (2 pages)View decision -
Decision Reference DRN-2807476
20 May 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2807476 The complaint Ms J complains that NewDay Ltd, trading as Aqua, raised the credit limit on her credit card to the point where she can no longer afford the repayments. What happened The details of this complaint are well known to both parties, so I will not repeat them again her... (2 pages)View decision -
Decision Reference DRN5222197
19 Jun 2015 NewDay Ltd Not upheldBanking and creditMr G complains that NewDay Ltd (trading as Opus) say he still owes money on a credit card account whereas he says he has finished paying off the debt.backgroundIn 2009 Mr G got into financial difficulties. Between then and 2014 he had an arrangement with Opus to p... (2 pages)View decision -
Decision Reference DRN8203015
22 Feb 2017 NewDay Ltd Not upheldBanking and creditMrs S complains that an account with NewDay Limited, trading as Aqua, has been set up in her name and that she is being held liable for the spending on the account that she didn’t make or authorise.backgroundMrs S says that she received a letter from Aqua in July 2016 ... (2 pages)View decision