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-6033027
22 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6033027 The complaint Mr S has complained NewDay Ltd, trading as Aqua, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr S understood that his credit card account with NewDay had been closed after a phone call with NewDay. He said he ... (3 pages)View decision -
Decision Reference DRN-6020528
22 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6020528 The complaint Mr M complains that NewDay Ltd (NewDay) irresponsibly raised the credit limit on his credit card. What happened Mr M’s application for a credit card was accepted in November 2021, it was issued with an immediate Instant Spend option at account opening of £500,... (4 pages)View decision -
Decision Reference DRN-5785952
21 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5785952 The complaint Miss D complains that NewDay Ltd trading as John Lewis Partnership Card (NewDay) irresponsibly provided her with credit on several occasions, which she could not afford to repay. What happened In December 2022, Miss D applied for a credit card with NewDay. She... (4 pages)View decision -
Decision Reference DRN-5825415
20 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5825415 The complaint Mrs H complains that NewDay Ltd (“NewDay”) lent two credit cards that were not affordable and provided increases on both which, again, were unaffordable. What happened In December 2020 Mrs H applied for - and was given – a Fluid credit card with NewDay. She wa... (3 pages)View decision -
Decision Reference DRN-5934150
20 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5934150 The complaint Mr H has complained that NewDay Ltd, trading as Fluid, were irresponsible when increasing the credit limit on a credit card they supplied to him What happened Fluid provided Mr H with a credit card in November 2021 with a limit of £450. This limit was increased... (3 pages)View decision -
Decision Reference DRN-5948559
20 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5948559 The complaint Miss H complains that NewDay Ltd (NewDay) irresponsibly gave her two credit cards (branded as Fluid and Aqua) and later increased her credit limit on both accounts. What happened Miss H’s application for a Fluid credit card was accepted in March 2022, with a £... (6 pages)View decision -
Decision Reference DRN-6023651
20 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6023651 The complaint Mrs S complains that NewDay Ltd trading as Pulse (“NewDay”) irresponsibly provided her with a credit card and subsequent credit limit increases she couldn’t afford. For ease of reference, I’ve referred to Mrs S when referring to both her and her representative... (5 pages)View decision -
Decision Reference DRN-5785098
16 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5785098 The complaint Miss J complains that NewDay Ltd was irresponsible in its lending to her. What happened Miss J was provided with four credit accounts by NewDay the details of which are set out below. BIP account Date Event Amount April 2022 Account opening £450 Aqua account D... (6 pages)View decision -
Decision Reference DRN-6080181
15 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6080181 The complaint Mr E complains that NewDay Ltd trading as Aqua have re-debited the cost of a disputed transaction and it has charged him interest on the re-debited amount. What happened Mr E purchase some flights for himself and his family. He, and his family weren’t able to ... (3 pages)View decision -
Decision Reference DRN-5915692
14 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5915692 The complaint Mr A complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the limit. What happened Mr A applied for an Aqua credit card in April 2024. In his application, Mr A gave an annual income of £3... (3 pages)View decision