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 DRN2433741
30 Mar 2019 NewDay Ltd Not upheldBanking and creditMr M has complained to NewDay Ltd (t/a Aqua) about his credit card account. He says it didn’t lower the annual interest rate on his account in line with the promotional account opening offer.backgroundIn early 2014 Mr M took out a new credit card with Aqua. The initi... (2 pages)View decision -
Decision Reference DRN-4617811
27 Aug 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4617811 The complaint Mr S complains that NewDay Ltd, trading as Opus, won’t refund him for a package holiday. What happened In May 2023 Mr S used his NewDay Ltd, trading as Opus, (‘Opus’ for short) credit card to pay for a package holiday for his family. Mr S says... (4 pages)View decision -
Decision Reference DRN-5898569
22 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5898569 The complaint Mr R complains that NewDay Ltd trading as Fluid irresponsibly lent to him. Mr R is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr R him... (4 pages)View decision -
Decision Reference DRN4629790
12 Mar 2019 NewDay Ltd Not upheldBanking and creditMs C complains that NewDay Ltd trading as Marbles should not have given her a credit card or increased the credit limit.backgroundMs C applied for and was granted a Marbles credit card in March 2016. The opening credit limit was £600. In June 2016, Marbles wrote to... (3 pages)View decision -
Decision Reference DRN-5759509
18 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5759509 The complaint Miss T complains that NewDay Ltd trading as Fluid irresponsibly lent to her. What happened Miss T was approved for a Fluid credit card in May 2022 with a credit limit of £1,500. The credit limit was increased to £2,350 in March 2023. The credit limit was increa... (4 pages)View decision -
Decision Reference DRN8859879
25 Oct 2019 NewDay Ltd UpheldBanking and creditComplaintMr C complains that NewDay Ltd (trading as Aqua) lent irresponsibly when it approved his credit card application and later increased his credit limit. BackgroundMr C applied for an Aqua credit card and was approved for a £250 credit limit in September 2012. In December 2012 Mr C a... (2 pages)View decision -
Decision Reference DRN-3238098
5 Apr 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3238098 The complaint Mr B complains that NewDay Ltd trading as Fluid Credit Card irresponsibly allowed him to open a credit card account which was unaffordable and later increased the credit limit. What happened Mr B says Fluid should not have allowed him to open a credit card account... (2 pages)View decision -
Decision Reference DRN5314290
19 Jul 2019 NewDay Ltd UpheldBanking and creditMr R complains that NewDay Ltd trading as Aqua (Aqua) wrongly approved his application for a credit card when they knew of his health conditions, and then increased his credit limit and interest rate.background Mr R opened a credit card account with Aqua on the 10 December 2014 following r... (2 pages)View decision -
Decision Reference DRN6150614
2 Sep 2014 NewDay Ltd UpheldPayment protection insurance (PPI)This complaint relates to the sale of a monthly premium, Payment Protection Insurance (PPI) policy sold together with a credit card in 1997. Mr J complains that NewDay Ltd, trading as “People’s Bank” mis-sold him the policy.backgroundThe policy was designed to provide cover in the event... (3 pages)View decision -
Decision Reference DRN-4193674
13 Oct 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4193674 The complaint Mrs Q complains that NewDay Ltd, trading as Aqua, increased the limit on a credit card account, which she could not afford. What happened In March 2018 Aqua approved a credit card account with an initial limit of £250 for Mrs Q. It increased that limit three times... (3 pages)View decision