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 1089 results
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Decision Reference DRN-3956792
16 Feb 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3956792 The complaint Mr G, who complains that NewDay Ltd (“NewDay”), trading as Aquacard, irresponsibly granted him a credit card account he couldn’t afford to repay. What happened Mr G entered into an agreement with NewDay to have access to credit by way of a credit card account. The... (2 pages)View decision -
Decision Reference DRN-4474978
10 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4474978 The complaint Mr J has complained that NewDay Ltd acted irresponsibly when it increased the credit limits on two credit cards he held with it in 2016. Background Mr J had two NewDay credit cards, one ‘Marbles’ card and one ‘Aqua’ card in 2016. The limit on the Marbles card incr... (3 pages)View decision -
Decision Reference DRN-5385530
25 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5385530 The complaint This complaint has been brought by Mr M, representing the estate of the late Miss P. Because Miss P’s estate is valued at under £5,000, no Grant of Probate or Letters of Administration are required, and I am satisfied Mr M is able to bring the complaint as the ... (2 pages)View decision -
Decision Reference DRN-4536290
29 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4536290 The complaint Mr A complains that NewDay Ltd (NewDay) lent to him irresponsibly. What happened Mr A had two credit cards from NewDay – a Marbles card (issued in August 2015) and an Aqua card (issued in June 2017). On each card, he was offered credit limit increases as shown: Cr... (4 pages)View decision -
Decision Reference DRN-5935310
7 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5935310 The complaint Mr W complains that NewDay Ltd trading as Aqua irresponsibly provided him with a credit card. Mr W is supported in bringing this complaint by a representative. But for ease of reading, I’ll refer to actions and submissions as being those of Mr W himself. What... (5 pages)View decision -
Decision Reference DRN-2685798
13 Apr 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2685798 The complaint Mr H complains that NewDay Ltd, trading as Aqua, lent to him irresponsibly by providing, and increasing the credit limit on, a credit card. What happened Mr H applied for a credit card with NewDay in December 2013. NewDay agreed to provide this. The initial credi... (4 pages)View decision -
Decision Reference DRN-5921584
10 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5921584 The complaint Mr T complains that NewDay Ltd trading as Aqua (NewDay) acted irresponsibly in opening a credit card account and to subsequent credit limit increases. What happened Around August 2021 Mr T applied for a revolving credit facility (credit card) with NewDay. His a... (4 pages)View decision -
Decision Reference DRN-2958069
17 Nov 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2958069 The complaint Mr S complains that NewDay Ltd trading as Aqua (“Aqua”) lent to him irresponsibly. What happened Mr S’s credit card account was opened in February 2013. Between 2013 and 2016 his credit limit was increased seven times with the final limit reaching £5,650. Aqua ha... (5 pages)View decision -
Decision Reference DRN-6015288
16 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-6015288 The complaint Miss P complains that NewDay Ltd trading as Aqua (NewDay) acted irresponsibly by agreeing to lend to her. In bringing her complaint Miss P is represented by a third party. For ease of reading I will only refer to Miss P in my decision. What happened Around May ... (4 pages)View decision -
Decision Reference DRN-3595553
14 Jul 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3595553 The complaint Mrs M complains that NewDay Ltd trading as Aqua (“NewDay”) lent irresponsibly when they approved her credit card application and then increased her credit limit on two occasions. Mrs M is represented by a claims management company (“the CMC”). What happened In Jan... (4 pages)View decision