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 DRN1167855
21 Mar 2016 NewDay Ltd Not upheldBanking and creditMr H complains that NewDay Ltd (trading as “Aqua”) allowed a payment to be made using his credit card which took him over his credit limit. It then charged him fees for being over the limit.backgroundIn May 2015 a payment was debited to Mr H’s Aqua credit card ac... (2 pages)View decision -
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-2203194
2 Nov 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-2203194 The complaint Mr C complains that NewDay Ltd (trading as Aqua) increased his credit limit irresponsibly on a number of occasions. What happened Mr C applied for an Aqua credit card in July 2015. He declared that he was self-employed with an annual salary of £18,000. He was give... (2 pages)View decision -
Decision Reference DRN-1474255
23 Jul 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1474255The complaintMr R complains that NewDay Ltd (trading as Marbles) gave him the wrong information when he called to make a payment on his credit card and went on to unfairly terminate his account. What happenedMr R had a credit card with Marbles. The account was in arrears and Mar... (2 pages)View decision -
Decision Reference DRN7177858
13 Sep 2017 NewDay Ltd Not upheldBanking and creditMrs D complains that NewDay Limited, (“NDL”), has unfairly applied charges to her account as a result of a cancelled direct debit instruction which she said she didn’t cancel.backgroundMrs D had opened a credit card with a retailer in the 1980s. The credit card pro... (2 pages)View decision -
Decision Reference DRN-5359848
27 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5359848 The complaint Mr C complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and went on to increase the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional dec... (4 pages)View decision -
Decision Reference DRN-3396303
29 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3396303 The complaint Mr D complains that NewDay Ltd trading as on his credit file when he was on a payment holiday due to COVID. What happened Mr D had an Aqua credit card. In March 2020, the balance was £4,600. He was in financial difficulty and in December 2019, Aqua agreed a paymen... (4 pages)View decision -
Decision Reference DRN1401065
30 Jan 2019 NewDay Ltd Not upheldBanking and creditMiss K complains about charges NewDay Ltd, trading as Aqua has applied to her credit card account and how it’s dealt with her following her financial and health difficulties.backgroundMiss K says she paid £750 towards her Aqua credit card balance but it’s not been ... (2 pages)View decision