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-2426219
22 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2426219 The complaint Ms P is unhappy that NewDay Ltd trading as Aqua (Aqua) provided her with a credit card and increased the limit. She says they lent to her irresponsibly. What happened Ms P opened a credit account with Aqua in December 2012 with an initial credit limit of £250. The... (4 pages)View decision -
Decision Reference DRN4314923
16 Jan 2015 NewDay Ltd Not upheldBanking and creditMr T complains that NewDay Ltd (trading as Aquacard) incorrectly recorded late payments on his credit file.backgroundMr T’s representative says it contacted Aquacard to have the incorrect information removed from Mr T’s credit file, but that it was unable to trace the account.Our adjud... (1 page)View decision -
Decision Reference DRN-5702011
25 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5702011 The complaint Mr S complains that NewDay Ltd trading as Aqua acted unfairly by terminating his credit card agreement. What happened Mr S holds a credit card account with Aqua. In January, Aqua sent him a default notice requiring him to pay the arrears which had built up on ... (4 pages)View decision -
Decision Reference DRN-4602085
10 Dec 2024 NewDay Ltd Not upheldConsumer CreditDRN-4602085 The complaint Mr G has complained that NewDay Ltd, trading as Opus, acted unfairly and unreasonably by deciding against paying a claim made under s.75 of the Consumer Credit Act 1974 (“CCA”). What happened In November 2013, Mr G, alongside another, purchased holiday club mem... (4 pages)View decision -
Decision Reference DRN-5772531
3 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5772531 The complaint Mrs M complains that NewDay Ltd trading as Fluid irresponsibly lent to her. Mrs M 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 Mrs M ... (3 pages)View decision -
Decision Reference DRN-5188004
18 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5188004 The complaint Miss C 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 C applied for a credit card with Aqua in May 2020. In her application, Miss C said she was... (3 pages)View decision -
Decision Reference DRN-5848825
30 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5848825 The complaint Ms D complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the limit. What happened Ms D applied for an Aqua credit card in July 2022. In her application, Ms D said she had an annual incom... (3 pages)View decision -
Decision Reference DRN-2740965
11 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2740965 The complaint Mr K complains that NewDay Ltd trading as Marbles (Marbles) shouldn’t have registered a default against him. What happened Mr K had a credit card with Marbles. The limit was £5,000. He was in financial difficulty. On 7 January 2020, Marbles agreed a payment plan o... (3 pages)View decision -
Decision Reference DRN-5227978
28 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5227978 The complaint Mr S complains about the changes that NewDay Limited, trading as John Lewis Credit Card and John Lewis Money, has made to his credit card account. He also complains about the way that his complaint has been handled. What happened Mr S has a credit card account ... (3 pages)View decision -
Decision Reference DRN-5722794
29 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5722794 The complaint Miss 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 a provisional decision. I said: Miss J applied for an Aq... (3 pages)View decision