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 2165 results
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Decision Reference DRN3938778
19 Feb 2018 NewDay Ltd Not upheldBanking and creditMr C complains about various aspects of how NewDay Ltd (trading as Aqua) has managed his credit card account. backgroundMr C said that he contacted Aqua in March 2017 about a flight that he’d used his card to pay for. He said that a flight had been booked that he did... (4 pages)View decision -
Decision Reference DRN-3436998
12 May 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3436998 The complaint Ms R complains about the service she received from NewDay Ltd (trading as Aqua) when she tried to extend the payment freeze on her account with them. What happened Ms R holds a credit card account with Aqua. A payment freeze had been agreed by Aqua on Ms R’s accou... (4 pages)View decision -
Decision Reference DRN-3106120
13 Oct 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3106120 The complaint Mr G complained that NewDay Ltd (trading as Aqua) acted irresponsibly when they increased his credit card limit with them on multiple occasions. He said that it should’ve been clear he was in a poor cycle of debt. What happened Mr G applied to Aqua for a credit ca... (4 pages)View decision -
Decision Reference DRN-5333391
3 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5333391 The complaint Mr P complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr P applied for a credit card with Aqua in June 2021. In his application, Mr P said he was emplo... (4 pages)View decision -
Decision Reference DRN-5421670
25 Mar 2025 Bamboo Limited UpheldConsumer CreditDRN-5421670 The complaint Mrs A complains that Bamboo Limited was irresponsible in its lending to her. She wants compensation for this. Mrs A is represented by a third party but for ease of reference I have referred to Mrs A throughout this decision. What happened Mrs A was provided wit... (4 pages)View decision -
Decision Reference DRN-4321266
7 Sep 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4321266 The complaint Mrs S says that NewDay Ltd trading as Fluid Credit Card did not change her name on her account and they provided her with poor customer service across a number of issues. What happened Mrs S changed her name, so she posted Fluid identification, and instructions of... (4 pages)View decision -
Decision Reference DRN-5378305
28 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5378305 The complaint Mr B complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr B 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 Mr B himself. What ... (5 pages)View decision -
Decision Reference DRN4431249
9 Mar 2021 NewDay Ltd UpheldBanking and creditMr H complains that NewDay Ltd, trading as Aqua, (“NDL”), was irresponsible when it agreed to open a credit card account for him and when it later increased his credit limit on two occasions. Mr H says the credit was unaffordable for him. background Mr H opened a credit card account with N... (9 pages)View decision -
Decision Reference DRN-5167526
25 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5167526 The complaint Mr W complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr W 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 W hims... (5 pages)View decision -
Decision Reference DRN-5372165
29 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5372165 The complaint Miss M complains that NewDay Ltd trading as Marbles irresponsibly lent to her. Miss 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 Mi... (5 pages)View decision
