Aqua is a credit card for people building or rebuilding their credit, provided by NewDay Ltd. Cards often start with a low limit that goes up over time.
The Financial Ombudsman has upheld complaints where Aqua raised a customer’s limit several times while they were struggling, refunding interest and charges and correcting the credit file. NewDay also runs Marbles and Fluid.
Could you have a claim?
Aqua had to check you could afford to repay without falling behind on bills or other debts, and check again before lending more. It may not have done enough if:
- Your limit went up while you were near or over it
- You were only making minimum payments for a long time
- You were charged late or over-limit fees
- You had several cards at once
- You used the card for cash or to pay bills
More about claims for credit cards.
What you could get back
If a complaint is upheld, the usual outcome is a refund of the interest and charges you paid on the lending that shouldn’t have been given, plus 8% simple interest a year, and any negative marks about that lending removed from your credit file. If you still owe money, the refund may be taken off the balance first. Try our refund calculator for a rough idea.
How to complain to Aqua
- Write to Aqua saying the lending was unaffordable and asking for a refund of interest and charges plus 8%. Use the complaints contact on Aqua’s website. Our free complaint letter has the wording.
- Aqua has 8 weeks to send a final response.
- If you’re unhappy with their final response, you usually have 6 months to take it to the Financial Ombudsman Service. If 8 weeks pass with no final response, you can go to the Ombudsman straight away. It’s free.
You don’t have to use a claims company. If you’d rather a regulated firm did it for you, do our free check.
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Questions people ask
Can I claim if I’ve paid off my Aqua account?
Yes. What matters is whether the lending should have been given at the time, not whether you’ve repaid it.
Will complaining affect my credit score?
No. Complaining doesn’t affect your credit score. If your complaint is upheld, negative information about the unaffordable lending is usually removed.
I don’t have my Aqua paperwork. Can I still complain?
Yes. Aqua holds the records. You can ask for a copy of everything they hold about you with a free subject access request, which they must answer within a month.