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-5771225
10 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5771225 The complaint Mrs M complains that NewDay Ltd trading as Aqua irresponsibly lent to her. Mrs 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 Mrs M h... (5 pages)View decision -
Decision Reference DRN-1987899
27 Jan 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-1987899 The complaint Mr A complains that NewDay Ltd (trading as Aqua card - ‘Aqua’) gave him the wrong information about his weekly credit card payments and reneged on a payment agreement. What happened Mr A has a credit card account with Aqua. In July 2019, he had an outstanding acco... (4 pages)View decision -
Decision Reference DRN-2911285
15 Jul 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2911285 Complaint Mr H is unhappy with what NewDay Ltd (trading as “Aqua”) did to put things right after it agreed it irresponsibly lent to him. Background When Aqua considered Mr H’s complaint it didn’t think it acted unreasonably when initially providing Mr H with his credit card in ... (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 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 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 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 DRN-2890409
12 Jul 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2890409 The complaint Mr W complains that NewDay Ltd trading as Aqua irresponsibly allowed him to open a credit card account and later increased his credit limit which was unaffordable. What happened Mr W says Aqua didn’t carry out any affordability checks on his credit card account ap... (2 pages)View decision