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 2660 results
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Decision Reference DRN-6020480
16 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6020480 The complaint Miss C has complained that NewDay Ltd were irresponsible in providing her with two Aqua credit cards and increasing the credit limit on one of the cards. What happened In January 2023, NewDay provided Miss C with an Aqua credit card, account ending 551, with a... (3 pages)View decision -
Decision Reference DRN-5859633
16 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5859633 Complaint Miss L has complained that NewDay Ltd (trading as “Aqua”) irresponsibly provided a credit card as well and the subsequent credit limit increases to her. She says that they were unaffordable and became unmanageable. Background Aqua initially provided Miss L with a ... (5 pages)View decision -
Decision Reference DRN-6139587
16 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6139587 Complaint Miss M has complained that NewDay Ltd (trading as “Aqua”) irresponsibly provided a credit card as well and subsequent credit limit increases to her. She says that the credit card and limit increases were unaffordable and caused her continued financial difficulty as... (5 pages)View decision -
Decision Reference DRN-5973487
13 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5973487 The complaint Miss W complains that NewDay Ltd, trading as Fluid, lent to her irresponsibly. What happened In June 2020, NewDay provided Miss W with a credit card. It had an initial opening limit of £500, and that limit was increased several times over the years; to £1,000 ... (3 pages)View decision -
Decision Reference DRN-6030818
13 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6030818 The complaint Miss R complains that NewDay Ltd lent irresponsibly when it approved two credit card applications she made and increased the limit on both. What happened Miss R applied for an Aqua credit card in January 2022. In her application, Miss R said she was employed w... (5 pages)View decision -
Decision Reference DRN-6152753
13 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6152753 The complaint NewDay Ltd trading as Aqua (‘NewDay’) provided Mr M with a credit card in November 2019 with a limit of £900. Subsequently there was an increase to the credit limit on 24 July 2020 to £1,650 and on 28 December 2020 to £2,900. Mr M says NewDay failed to lend rea... (2 pages)View decision -
Decision Reference DRN-6151896
13 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6151896 The complaint Mrs J complains that NewDay Ltd trading as John Lewis Credit Card have irresponsibly lent to her. What happened Mrs J was approved for a John Lewis credit card in December 2023, with a £1,200 credit limit. The credit limit was increased a further three times: i... (4 pages)View decision -
Decision Reference DRN-6089410
12 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6089410 The complaint Ms O complains NewDay Ltd trading as Aqua unfairly terminated her credit card account. What happened Ms O held a credit card account with Aqua. In September 2025, Ms O contacted Aqua as her circumstances had changed, meaning she wasn’t able to maintain her con... (3 pages)View decision -
Decision Reference DRN-5992515
12 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5992515 The complaint Mr M complains that NewDay Ltd won’t refund the money he lost to an investment scam. What happened Mr M explains that: • He was contacted by Person A on his messaging app. who said he was a professional trader and his biography stated ‘7-Figure Trader – Devel... (4 pages)View decision -
Decision Reference DRN-5970275
11 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5970275 The complaint Mr N complains about the way NewDay Ltd (“NewDay”) dealt with his attempt to pay his credit card balance with a bill of exchange. What happened Aside from setting out Mr N’s complaint, I won’t repeat all the facts of the case here, as those aren’t in dispute. ... (4 pages)View decision