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-5987459
23 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5987459 The complaint Mr B complains that NewDay Ltd trading as Aqua has declined to refund transactions that were made from his account when he fell victim to a scam, and the lack of support it provided to him in relation to his financial circumstances. What happened On 3 July 2025... (3 pages)View decision -
Decision Reference DRN-6146594
20 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6146594 The complaint Mr L complains that NewDay Ltd trading as Aqua (“Aqua”) failed to raise chargebacks for multiple gambling transactions he made. Mr L also complains that Aqua failed to offer support to him as a vulnerable customer. What happened Mr L complained to Aqua in Octob... (3 pages)View decision -
Decision Reference DRN-6160580
19 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6160580 The complaint NewDay Ltd, trading as Pulse, provided Miss L with a credit card in 2014. It had a credit limit of £240. Pulse then increased the credit limit as follows: Credit Limit Increase (CLI) New Limit Effective date CLI one £350May 2015CLI two £500January 2016 CLI thr... (3 pages)View decision -
Decision Reference DRN-6207612
19 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6207612 The complaint Mr B complains that NewDay Ltd trading as BIP (NewDay) irresponsibly provided him with credit. What happened NewDay provided Mr B with a credit card as follows: Date Event Amount December 2021 Account opening £1,200May 2022First credit limit increase £2,450Ma... (4 pages)View decision -
Decision Reference DRN-6202107
19 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6202107 The complaint Mr X complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application. What happened Mr X applied for an Aqua credit card in August 2025. In his application, Mr X said he had an annual income of £10,000. Aqua says it us... (3 pages)View decision -
Decision Reference DRN-5823495
19 Mar 2026 NewDay Ltd UpheldBanking and PaymentsDRN-5823495 The complaint Miss M complains NewDay Ltd trading as Aqua (NewDay) irresponsibly provided her with a credit card because it didn’t complete reasonable and proportionate checks to ensure the lending was affordable for her. What happened Miss M took out a credit card with New... (7 pages)View decision -
Decision Reference DRN-6192358
18 Mar 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6192358 The complaint and what happened Mrs F is unhappy that NewDay Ltd won’t reimburse her funds she says were lost when she fell victim to investment scam. The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and bas... (3 pages)View decision -
Decision Reference DRN-6197591
18 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6197591 The complaint Miss R complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the limit. What happened Miss R applied for an Aqua credit card in January 2020. In her application, Miss R said she was employ... (3 pages)View decision -
Decision Reference DRN-6233642
18 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6233642 The complaint Mrs T complains that NewDay Ltd trading as Aqua and then increasing the credit limit on, a credit card account. What happened In September 2020, NewDay approved Mrs T’s application for a credit card, giving her a limit of £900. They increased this limit severa... (5 pages)View decision -
Decision Reference DRN-6086442
17 Mar 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6086442 The complaint Mr K complains that NewDay Ltd (NDL) provided poor service and incorrect information about a money transfer that caused significant impact on Mr K’s emotional and physical health. I am recommending that the complaint be upheld, meaning NDL need to do something ... (3 pages)View decision