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 2510 results
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Decision Reference DRN-5698286
11 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5698286 The complaint Mr K complains that NewDay Ltd blocked his card whilst he was on holiday abroad. What happened Mr K holds an Aqua credit card with NewDay. In February 2025 Mr K made a transaction whilst he was on holiday that triggered NewDay’s anti-fraud systems. A temporary ... (2 pages)View decision -
Decision Reference DRN-5691390
11 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5691390 The complaint Mr B complains NewDay Ltd trading as Aqua (NewDay) failed to carry out sufficient financial checks before it approved a credit card account for him. What happened Mr B says NewDay approved a credit card account for him in January 2021 with a credit limit of £90... (3 pages)View decision -
Decision Reference DRN-5499457
8 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5499457 The complaint Mrs E complains that NewDay Ltd failed to adequately reassess her financial circumstances over the lifetime of her account with them. What happened Mrs E had a NewDay branded credit card with a £5,000 credit limit. She says that NewDay failed to adequately reas... (3 pages)View decision -
Decision Reference DRN-5506872
8 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5506872 The complaint Miss J complains that NewDay Ltd trading as AO Finance irresponsibly lent to her. Miss J 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... (2 pages)View decision -
Decision Reference DRN-5740378
8 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5740378 The complaint Mr K complains, through his representative, that NewDay Ltd (“NewDay”) gave him credit cards and increased the limit of the cards without carrying out adequate affordability checks. What happened Mr K was granted two credit cards, and a summary of Mr K’s credi... (4 pages)View decision -
Decision Reference DRN-5742647
7 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5742647 The complaint Mrs F complains that NewDay Ltd trading as Aqua (“Aqua”) lent to her irresponsibly when it provided her with a credit card account and subsequent credit limit increases. Mrs F also complains about NewDay cancelling her account without notice, causing her issue... (5 pages)View decision -
Decision Reference DRN-5602368
7 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5602368 The complaint Mr M complains that NewDay Ltd trading as Fluid have irresponsibly lent to him. Mr M 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 ... (4 pages)View decision -
Decision Reference DRN-5673130
6 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5673130 The complaint Miss J complains that NewDay Ltd trading as Aqua (‘Aqua’) terminated her credit card account without warning, when she had an agreement with them. Miss J wants her account reinstating. What happened Aqua placed Miss J’s account on hold for several months as s... (4 pages)View decision -
Decision Reference DRN-5709596
6 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5709596 The complaint Mr D complains, that NewDay Ltd (“NewDay”) gave him a credit card and then increased his credit limit when he couldn’t afford it. What happened I’ve summarised Mr D’s card approval and credit limit increases in the table below. Date Event Credit limit Increase... (3 pages)View decision -
Decision Reference DRN-5736873
5 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5736873 The complaint Mrs K complaints that NewDay Ltd trading as Aqua gave her a credit card and limit increase which she couldn’t afford to repay. What happened In June 2021 Aqua gave Mrs K a credit card with a £1,200 limit. In October 2021 Aqua increased the limit to £2,450. Mrs ... (4 pages)View decision