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 2509 results
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Decision Reference DRN-6131868
6 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6131868 The complaint Mr H complains that NewDay Ltd trading as Fluid irresponsibly lent to him. Mr H is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr H him... (6 pages)View decision -
Decision Reference DRN-6123297
6 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6123297 The complaint NewDay Ltd (‘NewDay’) provided Mr T with a credit card in June 2019. It had a credit limit of £1,200, this was later increased to £1,950 in October 2019 and then to £3,950 in February 2020. Mr T says the credit card was provided irresponsibly. What happened Th... (2 pages)View decision -
Decision Reference DRN-6133771
5 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6133771 The complaint Miss C complains that NewDay Ltd trading as Aqua (NewDay) irresponsibly entered into a credit card agreement with her and increased the card limit on several occasions, which she couldn’t afford to repay. What happened In March 2017, Miss C applied for a credi... (4 pages)View decision -
Decision Reference DRN-6132277
5 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6132277 The complaint Mr E complains about the service he received from NewDay Ltd trading as Fluid in relation to his credit card account. In particular, he complains that it applied late payment fees and increased his monthly payments. What happened Mr E holds a credit card accou... (6 pages)View decision -
Decision Reference DRN-6132841
5 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6132841 The complaint Mr M complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I sa... (5 pages)View decision -
Decision Reference DRN-5894012
4 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5894012 The complaint Mr J complains that his credit card account he held with NewDay Ltd trading as Aqua (“Aqua”) was incorrectly sold to a third-party debt collection agency. What happened Mr J held a credit card account with Aqua, which was opened in July 2018. Mr J said he was ... (3 pages)View decision -
Decision Reference DRN-5853519
4 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5853519 The complaint Mr S complains that NewDay Ltd won’t refund money he lost when he was the victim of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything again here. In summary Mr S paid a company for a hair transpl... (3 pages)View decision -
Decision Reference DRN-5908529
4 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5908529 The complaint Miss T complains that New Day Ltd (trading as Aqua) closed her account and hasn’t returned funds to her that were credited to the account, shortly before it was closed. What happened In January 2025, Miss T received a payment of £6,798 to her Aqua credit card.... (3 pages)View decision -
Decision Reference DRN-5953224
4 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5953224 The complaint Miss H has complained about the way NewDay Ltd handled a claim for money back in relation to transactions she’d made using her credit card. What happened The circumstances of the complaint are well known to the parties, so I’m not going to go over everything a... (4 pages)View decision -
Decision Reference DRN-5906015
2 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5906015 The complaint Mr L complains that he received his monthly statements from NewDay Ltd after the payment due date. What happened Mr L opened a John Lewis credit card account with NewDay in September 2022. At the time of opening the account Mr L registered for online access. Mo... (2 pages)View decision