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 2651 results
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Decision Reference DRN-5934162
5 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5934162 The complaint Miss Z has complained that NewDay Ltd, trading as Aqua, were irresponsible in opening a Credit Card account and subsequently increasing the credit limit. What happened Aqua provided Miss Z with a credit card in March 2021 with a limit of £900. This limit was in... (3 pages)View decision -
Decision Reference DRN-5997136
5 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5997136 The complaint Mr A complains that NewDay Ltd irresponsibly lent to him. What happened Mr A was approved for a NewDay branded credit card in December 2023 (which I will refer to as A in this decision), with a £900 credit limit. On the same day, Mr A was approved for a differe... (3 pages)View decision -
Decision Reference DRN-5625715
4 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5625715 The complaint NewDay Ltd trading as Aqua provided Miss A with a credit card in 2021. It had a credit limit of £1,200. Miss A says the credit was provided irresponsibly. What happened Miss A complains about NewDay’s lending decisions below: Date Event Credit Limit April 202... (2 pages)View decision -
Decision Reference DRN-5995618
4 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5995618 The complaint Ms R complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Ms R was approved for an Aqua credit card in April 2022, with a £1,200 credit limit. The credit limit was increased a further three times, in July 2022 (£2,450), November 20... (4 pages)View decision -
Decision Reference DRN-5649957
3 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5649957 The complaint Mr S complains about the actions of NewDay Ltd trading as Fluid Credit Card when he lost money to what he says was a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of ... (2 pages)View decision -
Decision Reference DRN-5878546
3 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5878546 The complaint Mrs S is unhappy with her credit card provider, NewDay Ltd trading as John Lewis Partnership Credit Card, after it rejected her claim for a refund for a hotel stay. Mrs S has been represented at times, but to keep things simple, I’ve only referred to Mrs S. Wha... (4 pages)View decision -
Decision Reference DRN-5924552
3 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5924552 The complaint Mr D complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the limit. Mr D also complains that Aqua treated him unfairly and failed to identify and support him as a vulnerable customer. Wh... (4 pages)View decision -
Decision Reference DRN-5772375
3 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5772375 The complaint Mr D complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved his credit card application. What happened Mr D applied for a Fluid credit card in September 2021. In his application Mr D said he was earning £78,000 a year. Fluid calculated ... (3 pages)View decision -
Decision Reference DRN-5973438
2 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5973438 The complaint Miss R complains that NewDay Ltd placed a block on her account. What happened Miss R holds a credit card account with NewDay. In May 2024 NewDay placed a block on Miss R’s account. This prevented her from making a payment towards the building of her new conserv... (2 pages)View decision -
Decision Reference DRN-5968471
2 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5968471 The complaint Mrs D complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved her credit card application and later increased the limit. What happened Mrs D applied for a Marbles credit card in March 2022. In her application, Mrs D said she was employ... (3 pages)View decision