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 803 results
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Decision Reference DRN-4316437
12 Oct 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4316437 The complaint In summary, Miss T complains that NewDay Ltd (trading as Aqua Classic), provided her with a credit card and credit limit increases that she wasn’t able to afford. She is also unhappy with it not responding to her complaint. I will refer to NewDay throughout the de... (5 pages)View decision -
Decision Reference DRN-5176957
8 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5176957 The complaint Mrs G complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mrs G applied for an Aqua credit card in February 2022. Mrs G said she had an income of £12,000 ... (3 pages)View decision -
Decision Reference DRN4432494
13 Mar 2020 NewDay Ltd UpheldBanking and creditComplaintMr B is unhappy that NewDay Ltd (trading as Aqua) unfairly applied a default to, and then closed, his personal credit card account. This adversely affected his credit score which damaged his business.Background Mr B had an Aqua credit card from NewDay Ltd. He was self-employed, an... (4 pages)View decision -
Decision Reference DRN-4730846
18 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4730846 The complaint Mr L, through his professional representative, complains that NewDay Ltd never carried out the right checks before giving him two credit cards and several credit limits increases. What happened Mr L applied on-line for two credit cards with NewDay. The first appli... (4 pages)View decision -
Decision Reference DRN7495130
1 Feb 2017 NewDay Ltd Not upheldBanking and creditMr F complains that NewDay Ltd (trading as Marbles) was irresponsible to offer him a credit card as he struggling financially. Mr F wants Marbles to write off the outstanding balance and amend his credit file. backgroundMr F took out a Marbles credit card in mid-2015.... (2 pages)View decision -
Decision Reference DRN-3052452
16 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3052452 The complaint Mr B complained that NewDay Ltd had opened credit card accounts for him without making proper checks. Mr B said this lending was never affordable for him. What happened Mr B said that NewDay had lent him money he couldn’t afford to pay back. Mr B has now entered ... (5 pages)View decision -
Decision Reference DRN-3505535
14 Sep 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3505535 The complaint Mr A is unhappy that NewDay Ltd, trading as Aqua, closed his account and reported adverse information to his credit file. What happened In February 2021, Mr A explained to NewDay that he’d been involved in an accident such that he was no longer able to work and wh... (4 pages)View decision -
Decision Reference DRN-4521984
19 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4521984 The complaint Mr D complains about difficulties making a payment via NewDay Ltd trading as Pulse’s app. Mr D also complains that NewDay unfairly recorded Query Markers (Q markers) on his credit file when he raised a complaint. What happened The background to this complaint and ... (4 pages)View decision -
Decision Reference DRN2682615
30 Apr 2020 NewDay Ltd UpheldBanking and creditMr C complains that it was irresponsible of NewDay Ltd trading as Aqua to issue a credit card to him with a £300 credit limit and then later to increase that limit to £800.backgroundI set out the background to Mr C’s complaint in my provisional decision. In that decision I explained why I ... (4 pages)View decision -
Decision Reference DRN-5431156
29 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5431156 The complaint Miss M complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss M applied for a credit card with Aqua in December 2015. In her application, Miss M said sh... (3 pages)View decision
