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-5518052
1 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5518052 The complaint Miss L complains NewDay Ltd trading as Aqua irresponsibly lent to her. Miss L is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss L herself. What... (4 pages)View decision -
Decision Reference DRN-5794479
3 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5794479 The complaint Mrs D complains that NewDay Ltd trading as BIP have irresponsibly lent to her. Mrs D 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... (4 pages)View decision -
Decision Reference DRN0070494
25 Mar 2018 NewDay Ltd Not upheldBanking and creditMr H is unhappy that New Day Ltd trading as Aqua increased his credit limit without completing a thorough credit assessment. backgroundI issued my provisional decision, which is attached to, and forms part of, this final decision in February 2018. In my provisional d... (5 pages)View decision -
Decision Reference DRN-5872052
17 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5872052 The complaint Mr H complains that NewDay Ltd (trading as Pulse) defaulted his account without notifying him. What happened Mr H says he contacted Pulse about his health condition, and, following reassurance that he shouldn’t worry, it sent no further correspondence until he... (3 pages)View decision -
Decision Reference DRN-1610924
18 Aug 2020 NewDay Ltd UpheldBanking and PaymentsDRN-1610924The complaintMiss W complains that NewDay Ltd trading as Aqua sold her account to a third party and registered a default with credit reference agencies after she’d made an arrangement with it. What happenedMiss W had a credit card account with Aqua. She says she had health issue... (3 pages)View decision -
Decision Reference DRN-6117142
9 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6117142 The complaint Mrs O is unhappy that NewDay Ltd trading as Aqua allowed her to make transactions on a gambling website on a credit card they’d supplied to her. Mrs O has been represented during the claim and complaint process by Miss G. For ease of reference, I will refer t... (3 pages)View decision -
Decision Reference DRN6826416
16 Aug 2017 NewDay Ltd UpheldBanking and creditMr L complains about NewDay Cards Ltd about charges applied to his credit card and the customer service he has received in respect of these. backgroundMr L has held a credit card with the business for some time. In mid February 2017 Mr L made a purchase which took h... (3 pages)View decision -
Decision Reference DRN-5349238
23 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5349238 The complaint Mr W complains about the interest rate NewDay Ltd trading as Aqua charged on his credit card account. What happened In 2021, Mr W took out a credit card with Aqua. He says when he was offered the credit card by a credit intermediary, he acc... (3 pages)View decision -
Decision Reference DRN7967757
11 Nov 2020 NewDay Ltd UpheldBanking and creditMr H has complained that NewDay Ltd (“Aqua”) has told him his account is in arrears, even though the interest has been frozen. He would like the debt to be written off. He feels Aqua has discriminated against him, provided him with poor service and mismanaged his payment plan. background f... (3 pages)View decision -
Decision Reference DRN0639571
3 Jul 2017 NewDay Ltd UpheldBanking and creditMr T complains NewDay Ltd (trading as Aqua) lent to him irresponsibly.backgroundMr T entered into an agreement for an Aqua credit card in 2013. At the time his credit limit was £500. Aqua has explained that his credit limit was increased four times:• in January 2014 ... (3 pages)View decision