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-5812049
10 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5812049 The complaint Mr Q, who is represented by a third party complains that NewDay Ltd (‘NewDay’), trading as Aqua, irresponsibly granted him a credit card account he couldn’t afford to repay. What happened Mr Q entered into an agreement with NewDay to have access to credit by w... (3 pages)View decision -
Decision Reference DRN-5873242
10 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5873242 The complaint Mr B complains that NewDay Ltd acted irresponsibly when they agreed to a credit card account and subsequent credit limit increases. In bringing his complaint Mr B is represented by a third party. For ease of reading I will only refer to Mr B in my decision. Wha... (5 pages)View decision -
Decision Reference DRN-5921584
10 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5921584 The complaint Mr T complains that NewDay Ltd trading as Aqua (NewDay) acted irresponsibly in opening a credit card account and to subsequent credit limit increases. What happened Around August 2021 Mr T applied for a revolving credit facility (credit card) with NewDay. His a... (4 pages)View decision -
Decision Reference DRN-5772371
10 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5772371 The complaint Mr M complains that NewDay Ltd trading as Fluid irresponsibly lent to him. What happened Mr M was approved for a Fluid credit card in February 2025, with a £2,500 credit limit. Mr M says that this was irresponsibly lent to him. Mr M made a complaint to Fluid, w... (2 pages)View decision -
Decision Reference DRN-5898948
7 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5898948 The complaint Mr M is unhappy with the service provided to him by NewDay Ltd trading as Marbles (NewDay) in respect of his credit card account. What happened Mr M brought his complaint to our service for investigation and said he’d encountered various issues in respect of h... (3 pages)View decision -
Decision Reference DRN-5931390
7 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5931390 The complaint Mr U complaints that NewDay Ltd trading as Aqua gave him a credit card and subsequent limit increases he couldn’t afford to repay. What happened In March 2024 Aqua gave Mr U a credit card with a limit of £1,200. This was increased to £2,450 in July 2024 and it ... (4 pages)View decision -
Decision Reference DRN-5935310
7 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5935310 The complaint Mr W complains that NewDay Ltd trading as Aqua irresponsibly provided him with a credit card. Mr W is supported in bringing this complaint by a representative. But for ease of reading, I’ll refer to actions and submissions as being those of Mr W himself. What... (5 pages)View decision -
Decision Reference DRN-5906439
7 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5906439 The complaint Miss W complains that NewDay Ltd trading as Aqua irresponsibly lent to her. Miss W 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 Miss ... (5 pages)View decision -
Decision Reference DRN-5931368
6 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5931368 The complaint Mr W complains that NewDay Ltd irresponsibly lent to him. What happened Mr W was approved for a NewDay branded credit card in March 2019 (which I will refer to as A in this decision), with a £900 credit limit. I have detailed the credit limit increases for A be... (6 pages)View decision -
Decision Reference DRN-5928537
5 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5928537 The complaint Miss H complains NewDay Ltd (NewDay) failed to carry out proper affordability checks before it increased the credit limits on her credit card account. What happened Miss H says NewDay approved a credit card account for her in October 2020 with a limit of £600, ... (4 pages)View decision