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-2641268
15 Mar 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2641268 The complaint Mrs D complains that NewDay Ltd (trading as Aqua) increased the interest rate on her credit card. Mrs D also complains that Aqua negatively impacted her credit file by recording a “Q” marker when she complained. What happened The background to this complaint and m... (5 pages)View decision -
Decision Reference DRN-6132841
5 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6132841 The complaint Mr M complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I sa... (5 pages)View decision -
Decision Reference DRN-4357925
7 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4357925 The complaint Miss S complains about several service problems with NewDay Ltd trading as Aqua (Aqua). What happened Miss S had an Aqua credit card from NewDay. In December 2022, the limit was £900 and the balance was £942.63. The payment required was £52.06 plus a ‘recommended ... (5 pages)View decision -
Decision Reference DRN0209994
5 Feb 2016 NewDay Ltd Not upheldBanking and creditMr L complains that NewDay Ltd trading as Aqua (Aqua) did not pay compensation as it had promised for the time spent and costs incurred on telephone calls he had made to it. backgroundMr L contacted Aqua to make a claim regarding a holiday he had paid towards wi... (2 pages)View decision -
Decision Reference DRN-3614638
29 Jul 2022 NewDay Ltd UpheldConsumer CreditDRN-3614638 Complaint Ms C has complained that NewDay Ltd (trading as “Marbles”) irresponsibly provided her with an unaffordable credit card and loan. She’s said she’d already had difficulty repaying what she owed and shouldn’t have been lent to. Background Ms C was provided with a Marbles... (5 pages)View decision -
Decision Reference DRN-5473011
25 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5473011 The complaint Mr A complains that NewDay Ltd trading as Aqua lent to him irresponsibly. What happened On 4 June 2014, Mr A applied for and received a credit card with Aqua. He was given a credit limit of £250 which changed over time as follows: Date Limit increase / decreas... (5 pages)View decision -
Decision Reference DRN9585441
31 Dec 2019 NewDay Ltd UpheldBanking and creditMs Q is unhappy about a default which NewDay Ltd, trading as Aqua, registered on her credit record.backgroundI set out the background to this complaint and my provisional conclusions by way of a provisional decision – a copy of which is attached and forms part of this final decision. For t... (11 pages)View decision -
Decision Reference DRN-5456355
27 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5456355 The complaint Mr E complains NewDay Ltd trading as Pulse incorrectly applied interest to his account, as well as providing poor customer service. What happened Mr E holds a credit card account with Pulse. In November 2024, Mr E was concerned interest had been incorrectly ap... (2 pages)View decision -
Decision Reference DRN-2497750
11 Jan 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2497750 The complaint Mr N complains that NewDay Ltd (trading as Aqua) increased his credit card limit several times - beyond what he could afford to repay. Mr N also complains that Aqua made matters worse by increasing his interest rate. What happened Mr N opened a credit card account... (5 pages)View decision -
Decision Reference DRN-5659609
3 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5659609 The complaint Miss P complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application. What happened Miss P applied for an Aqua credit card in February 2025. In her application, Miss P said she was employed with an income of £40,000 ... (2 pages)View decision