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-3040161
9 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3040161 The complaint Miss F complains that NewDay Ltd (trading as Aqua) unfairly reported a default to her credit file. What happened In August 2016, Miss F opened a credit card account with Aqua. The account fell into arrears in December 2017 and a couple of payments were missed. Mis... (5 pages)View decision -
Decision Reference DRN6413082
23 Nov 2020 NewDay Ltd Not upheldBanking and creditMr B complains that NewDay Ltd (trading as Aqua) has refused to raise a Section 75 claim on his behalf. background Mr B says hotel accommodation he bought as part of a holiday, using his Aqua card, was misrepresented to him on the phone. He says he booked a double room with a garden view a... (3 pages)View decision -
Decision Reference DRN-5581477
23 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5581477 The complaint Miss J complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved a credit card application she made. What happened Miss J applied for a Fluid credit card in January 2019. In her application, Miss J said she had an annual income of £30,636 ... (3 pages)View decision -
Decision Reference DRN-2829512
23 Jun 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2829512 The complaint Mr M complains that NewDay Ltd trading as Aqua didn’t tell him that the interest rate on his credit card account was increasing. What happened Mr M says he was sent a letter in October 2019 telling him the interest rate on his Aqua credit card account would be inc... (2 pages)View decision -
Decision Reference DRN-1994504
4 Jan 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-1994504 The complaint Mr J complains that NewDay Ltd trading as Aqua refused his claim brought under Section 75 of the Consumer Credit Act 1974 (CCA). He wants a full refund of his holiday costs. What happened Mr J tells us that he booked a holiday abroad in 2019 with a company I’ll re... (3 pages)View decision -
Decision Reference DRN-5561502
21 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5561502 The complaint Miss K complains that NewDay Ltd trading as Marbles irresponsibly lent to her. What happened Miss K was approved for a Marbles credit card in May 2024 with a £900 credit limit. Miss K says this was irresponsibly lent to her. Miss K made a complaint to Marbles. ... (2 pages)View decision -
Decision Reference DRN-3614463
28 Jul 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3614463 The complaint Mr B complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved his credit card application. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In October 2020 Mr B applied... (3 pages)View decision -
Decision Reference DRN-2887672
22 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2887672 The complaint Miss L complained that NewDay Ltd (trading as Aqua) failed to respond after she told them about her financial difficulties and made an offer to settle her debt with them What happened Miss L was accepted for an Aqua credit card account in February 2019. She wrote ... (4 pages)View decision -
Decision Reference DRN-5520870
30 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5520870 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr B applied for an Aqua credit card in September 2022. In his application, Mr B said he had an i... (2 pages)View decision -
Decision Reference DRN-5455678
7 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5455678 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr B applied for an Aqua credit card in April 2024. In his application, Mr B said he was employed... (2 pages)View decision