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 DRN5081475
21 Aug 2018 NewDay Ltd Not upheldBanking and creditMrs S complains about problems she’s had with NewDay Ltd (trading as Aqua) following her offer to settle her credit card account at a reduced amount. Mrs S is represented by her husband – Mr S.backgroundMrs S had a credit card with Aqua. In October 2016 she made an... (2 pages)View decision -
Decision Reference DRN-4709750
22 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4709750 The complaint Mr M complains that NewDay Ltd trading as Aqua (“Aqua”) sold his account to a third party who pursued him for a debt which he’s already paid. What happened Mr M held a credit card account with Aqua. In January 2021 he took out a debt consolidation loan to pay off ... (2 pages)View decision -
Decision Reference DRN-5574660
29 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5574660 The complaint Mr H complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application. What happened Mr H applied for an Aqua credit card in January 2021. In his application, Mr H said he was earning £22,500 that Aqua calculated left h... (2 pages)View decision -
Decision Reference DRN-2257221
8 Dec 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-2257221 The complaint Mr B complains about the interest rate applied to his credit card by NewDay Ltd (trading as “Marbles”). What happened Mr B opened a credit card account with Marbles in May 2018. He says when he opened the account, he was given 5 months at 0% interest and the inter... (2 pages)View decision -
Decision Reference DRN-5396151
13 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5396151 The complaint Mr J complains that NewDay Ltd trading as Aqua 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 decisio... (4 pages)View decision -
Decision Reference DRN-5676632
22 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5676632 The complaint Mr R complains that NewDay Ltd trading as Aqua (“Aqua”) was irresponsible in increasing his credit card limit, as it was unaffordable for him. What happened Mr R opened a credit card with Aqua in July 2021. The initial credit limit was £450. The credit limit w... (5 pages)View decision -
Decision Reference DRN-1097567
12 May 2020 NewDay Ltd UpheldBanking and PaymentsDRN-1097567The complaintMr W complains that NewDay Ltd (trading as Aqua) irresponsibly lent to him. What happenedMr W applied for a credit card with Aqua in 2014. Based on the information he provided, Aqua accepted his application and opened his account on 11 August 2014. Aqua initially ... (4 pages)View decision -
Decision Reference DRN-5112961
17 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5112961 The complaint Miss J complains NewDay Ltd trading as Aqua irresponsibly lent to her. Miss J 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 Miss J her... (2 pages)View decision -
Decision Reference DRN-3747450
12 Oct 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3747450 The complaint Ms W complains that NewDay Ltd trading as Aqua irresponsibly allowed her to open a credit card account which was unaffordable. What happened Ms W says she opened the Aqua credit card account in November 2017. She says at the time she had taken out a number of payd... (2 pages)View decision -
Decision Reference DRN-5173531
13 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5173531 The complaint Mr S has complained that NewDay Ltd trading as Aquacard lent to him irresponsibly. What happened In 2022, Aquacard gave Mr J a credit card with a limit of £900. It increased his credit limit in March 2023 to £1,500 and in July 2023 to £2,750. Mr J considers tha... (3 pages)View decision