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 2553 results
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Decision Reference DRN-2679624
24 Mar 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2679624 The complaint Mr B is unhappy with the information he was given by NewDay Ltd (trading as Aqua), when he contacted them to query the balance on his credit card account. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here... (2 pages)View decision -
Decision Reference DRN-5741975
10 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5741975 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr B applied for an Aqua credit card in April 2021. In his application, Mr B said he was employed... (4 pages)View decision -
Decision Reference DRN-5863721
9 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-5863721 The complaint Miss M has complained that NewDay Ltd, trading as Fluid, were irresponsible when supplying her with a credit card and subsequently increasing the credit limit. What happened Fluid provided Miss M with a credit card in March 2023 with a limit of £2,000. This lim... (3 pages)View decision -
Decision Reference DRN-5381429
27 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5381429 The complaint Mr L complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and went on to increase the credit limit. What happened Mr L applied for an Aqua credit card in October 2022. In his application Mr L said he was emp... (3 pages)View decision -
Decision Reference DRN2410424
5 Dec 2019 NewDay Ltd UpheldBanking and creditMr B has complained NewDay Limited, trading as Aqua, is asking him to pay a debt on a credit card he didn’t take out.backgroundMr B found out an Aqua credit card had been taken out in his name. He’d not applied for or used this card so tried to complain to Aqua. He had difficulties doing t... (2 pages)View decision -
Decision Reference DRN-4032621
5 Apr 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4032621 The complaint Mr S complains that NewDay Ltd trading as Aqua lent to him irresponsibly. What happened Mr S applied for a credit card with Aqua in March 2019. Aqua approved the application and gave Mr S a credit card with an initial credit limit of £900. Mr S says that Aqua lent... (2 pages)View decision -
Decision Reference DRN-5507995
1 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5507995 Complaint Mr K has complained about a credit card and subsequent limit increases which NewDay Ltd (trading as “Marbles”) provided to him. He says that the credit card and limit increases were unaffordable for him and so should never have been provided. Background NewDay pro... (5 pages)View decision -
Decision Reference DRN7493643
31 Oct 2017 NewDay Ltd UpheldBanking and creditMiss M complains about the length of time taken by NewDay Ltd, trading as Aqua, to refund a duplicate payment. She also complains that NewDay Ltd has overcharged her.backgroundMiss M made two payments of £159 towards her Aqua credit card balance instead of one in Ju... (2 pages)View decision -
Decision Reference DRN-4127073
12 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4127073 The complaint Mr C complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit on several occasions. What happened The background to this complaint and my initial conclusions were set out in my p... (4 pages)View decision -
Decision Reference DRN-5639420
3 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5639420 The complaint The estate of Mr H complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The late Mr H applied for an Aqua credit card in November 2012 and said he had an i... (4 pages)View decision