Who are Aqua?
Aqua is a credit card brand of NewDay Ltd, which also runs Marbles and Fluid. These cards are often aimed at people building or rebuilding their credit, which makes limit increases a key part of many complaints.
Can I claim against Aqua?
You could, if any of these sound familiar:
- 01Your limit went up while you were only making minimum payments
- 02You maxed out the card soon after getting it
- 03You were using it for everyday bills or cash
- 04You were already struggling with other debts
Limit increases count too. Each one was a lending decision, so each can be looked at.
What you could get back
Average credit card claim£2,0431
Interest on unaffordable lendingRefunded
Fees and chargesRefunded
Interest on your refundAdded
Missed payment markersRemoved
Refunds usually cover interest and charges on the part of the balance that shouldn’t have been lent. If you still owe money, a refund may reduce your balance.
Ombudsman decisions about Aqua
Published Financial Ombudsman decisions show how complaints like these are judged. Where a complaint is upheld, it is often only from a certain date or for certain lending. Every complaint is decided on its own facts, so these are examples, not a guide to what you’ll get.
- Partly upheld
Aqua, Marbles and AO Finance accounts: interest removed on Aqua balances above £1,700 from June 2021, and all interest and charges removed on the other two accounts.
Read decision DRN-5127011 - Not upheld
Fluid and Aqua: not upheld beyond one limit increase that NewDay had already refunded.
Read decision DRN-5825415
Aqua credit card questions
Can I claim for limit increases?
Yes. Each increase was a separate lending decision, so Aqua should have checked it was affordable each time.
Will my account be suspended?
Some lenders suspend the account while they look into an affordability complaint. Ask the lender if you’re unsure.
How long does Aqua have to reply?
Eight weeks. If Aqua hasn’t sent a final response by then, or you’re unhappy with it, the complaint can go to the Financial Ombudsman, normally within six months of the final response.
How far back can I claim?
Usually six years from the lending, or three years from when you realised you had cause to complain, whichever is later. Where an account is still running, the ombudsman has sometimes looked back further.
Complain to Aqua yourself
You don’t need a claims company. You can complain to Aqua directly using its complaints page. If you’re unhappy with the answer, or it hasn’t replied within eight weeks, you can take it to the Financial Ombudsman. Both are free.