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 2113 results
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Decision Reference DRN-4524872
18 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4524872 The complaint Mr A complains that NewDay Ltd trading as Aqua (“Aqua”) failed to refund transactions he didn’t recognise. What happened What Mr A says Mr A explained that he noticed a series of transactions had been made using his Aqua credit card that he didn’t recognise. He w... (3 pages)View decision -
Decision Reference DRN-5052953
16 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5052953 The complaint Mrs H complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and went on to increase the credit limit. What happened In February 2019, Mrs H applied for a credit card with Aqua. In her application, Mrs H said s... (3 pages)View decision -
Decision Reference DRN-2578508
22 Feb 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2578508 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card then later increased the credit limit. What happened In December 2014 Mr B applied for a credit card with Aqua. Mr B’s application said he was a tenant, employed ear... (3 pages)View decision -
Decision Reference DRN-2934853
21 Jul 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2934853 The complaint Ms S complains that NewDay Ltd trading as Marbles irresponsibly allowed her to open a credit card account which was unaffordable. What happened Ms S says the Marbles credit card account was unaffordable from the time it was opened, and that Marbles didn’t carry ou... (3 pages)View decision -
Decision Reference DRN9120518
20 Apr 2018 NewDay Ltd Not upheldBanking and creditMs A complains that NewDay Ltd (the business) gave her inconsistent advice about the impact of a payment arrangement on her credit file. She says she would have acted differently if she had been provided with the correct information throughout.backgroundMs A fell into ... (3 pages)View decision -
Decision Reference DRN-5395753
4 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5395753 The complaint Miss W complains that NewDay Ltd trading as Fluid Mastercard irresponsibly lent to her. What happened Miss W was approved for a Fluid credit card in June 2022 with a credit limit of £2,000. The credit limit was increased to £2,700 in October 2022. Miss W says t... (3 pages)View decision -
Decision Reference DRN-5364502
24 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5364502 The complaint Miss K complains that NewDay Ltd trading as Aqua irresponsibly lent her money on a credit card. What happened Miss K took out an Aqua credit card in July 2020, with an initial credit limit of £250. In July 2021, Aqua increased the credit limit to £1,250. In 202... (3 pages)View decision -
Decision Reference DRN-3133734
29 Oct 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3133734 The complaint Mrs D says that NewDay Ltd (trading as “Aqua”) didn’t carry out appropriate checks when lending to her and if it had, the checks would have shown the lending was unaffordable for her. What happened In January 2020, Mrs D was provided with an Aqua credit card with ... (3 pages)View decision -
Decision Reference DRN-3235701
23 Jan 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3235701 The complaint Ms M complains that NewDay Ltd trading as Aqua irresponsibly allowed her to open a credit card account and later increased her credit limit. She says the lending was unaffordable. What happened Ms M says she opened the Aqua account in May 2016 and at the time was ... (3 pages)View decision -
Decision Reference DRN-3661926
22 Aug 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3661926 The complaint Mr G complains that NewDay Ltd (trading as Marbles) lent to him irresponsibly. What happened On 6 March 2017, Mr G applied for a Marbles credit card and was given a limit of £600. He used the card regularly but in November 2018 stopped making payments and fell int... (3 pages)View decision
