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-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 DRN-5667173
29 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5667173 The complaint Mr N complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application. What happened Mr N applied for an Aqua credit card in February 2020. In his application, Mr N said he was earning £23,000 a year that Aqua calculate... (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 -
Decision Reference DRN-2499013
19 Feb 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2499013 The complaint Your text here Ms M says her credit card account with NewDay Ltd trading as Aqua (“Aqua”) was cleared by debt consolidation in early July 2020. She says that her direct debit was also taken which resulted in an overpayment but Aqua refused to refund the money back... (4 pages)View decision -
Decision Reference DRN-1863322
3 Aug 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1863322 The complaintMiss G complains that NewDay Ltd trading as Aqua irresponsibly lent to her and didn't help her when she was in financial difficulties. What happenedMiss G says Aqua's lending to her was irresponsible, and she would like all charges and interest refunded t... (2 pages)View decision -
Decision Reference DRN-3983798
5 Jul 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3983798 The complaint Mr S has complained that NewDay Ltd trading as Aqua refused to refund transactions on his credit card made to a cryptocurrency company. He said he never made or authorised or made these transactions. What happened Mr S said he acquired this credit card to improve ... (2 pages)View decision -
Decision Reference DRN-3249479
14 Jan 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3249479 The complaint Mrs C complaints that NewDay Ltd (Aqua) lent to her irresponsibly What happened In December 2015, Mrs C applied for a credit card from Aqua. It was agreed with a limit of £900. Her limit was then increased as shown: In June 2019, Mrs C’s account was put onto a pay... (5 pages)View decision