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
-
Decision Reference DRN-3136271
1 Nov 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3136271 The complaint Ms J complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. In my provisional decision I said: Ms... (3 pages)View decision -
Decision Reference DRN-5256041
11 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5256041 The complaint Miss B says NewDay Ltd trading as BIP (‘BIP’), irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the card repayments and it increased her credit limit three times. She says she spent the balance each month and s... (4 pages)View decision -
Decision Reference DRN-3565518
28 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3565518 The complaint Mrs O complains that NewDay Ltd trading as Fluid Mastercard lent irresponsibly when it approved her credit card application and went on to increase the credit limit. What happened Mrs O applied for a Fluid credit card in March 2020. Mrs O’s application said she wa... (3 pages)View decision -
Decision Reference DRN9157682
1 May 2014 NewDay Ltd Not upheldPayment protection insurance (PPI)This complaint is about a payment protection insurance (PPI) policy taken out in October 1999 in connection with a credit card. Mr R says that the seller mis-sold the policy. The sale was carried out by People’s Bank. Responsibility for sales by this company has since passed to NewDay L... (2 pages)View decision -
Decision Reference DRN1339430
25 Oct 2018 NewDay Ltd Not upheldBanking and creditMr L complains that NewDay Ltd lent him money irresponsibly when it increased his credit limit at a time when he was experiencing financial difficulties. backgroundMr L held a credit card account with NewDay (“Aqua”). In November 2013and July 2014, the credit limit on ... (2 pages)View decision -
Decision Reference DRN-3167217
26 Nov 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3167217 The complaint Miss G complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss G applied for a credit card with Aqua in April 2020. In her application, Miss G said she was ... (2 pages)View decision -
Decision Reference DRN6598283
27 Jun 2014 NewDay Ltd UpheldBanking and creditMiss A complains that she has suffered financial loss as a result of incorrect information that was provided by NewDay Ltd (trading as Aqua).backgroundI set out the background to this complaint in my provisional decision. I concluded that the complaint should be upheld in part because I... (2 pages)View decision -
Decision Reference DRN7268988
16 Mar 2020 NewDay Ltd Not upheldBanking and creditMr K complains about NewDay Ltd (Aqua) following his application for a credit card account. He says it was agreed he would have two interest free balance transfers, one for 6 months and one for 9 months, but despite this he complains he’s been charged two lots of interest.backgroundThe inv... (2 pages)View decision -
Decision Reference DRN-5399719
4 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5399719 The complaint Mrs P complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Mrs P applied for a Marbles credit card with NewDay in March 2017. In her application, Mrs P ... (3 pages)View decision -
Decision Reference DRN-5155815
13 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5155815 The complaint Ms C complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Ms C was approved for an Aqua credit card in April 2022 with a £1,200 credit limit. Ms C says this was irresponsibly lent to her. Ms C made a complaint to Aqua, who did not ... (3 pages)View decision