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-5213600
17 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5213600 The complaint Miss M complains NewDay Ltd trading as Aqua 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 Miss M her... (5 pages)View decision -
Decision Reference DRN-5786173
1 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5786173 The complaint Mr M complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr 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 Mr M hims... (5 pages)View decision -
Decision Reference DRN-6131868
6 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6131868 The complaint Mr H complains that NewDay Ltd trading as Fluid irresponsibly lent to him. Mr H 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 H him... (6 pages)View decision -
Decision Reference DRN7016915
20 Apr 2017 NewDay Ltd Not upheldBanking and creditMr H complains about the way in which NewDay Ltd (trading as Opus) (“New Day”) wrote to him.backgroundMr H opened a credit card account with New Day in 2007. In 2013 New Day accepted a partial settlement payment and advised Mr H that the balance would be recorded o... (2 pages)View decision -
Decision Reference DRN-4099037
31 Jul 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4099037 The complaint Mr M complains that NewDay Ltd, trading as Aqua, charged him interest on a Money Transfer when none should have chargeable. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving... (2 pages)View decision -
Decision Reference DRN6186706
9 Mar 2017 NewDay Ltd UpheldBanking and creditMr O’s complaint relates to a default registered by his credit card company NewDay Ltd (trading as Aqua) which he was not informed about. Mr O felt Aqua should have informed him of their intention and given him the opportunity to resolve the situation.backgroundMr ... (1 page)View decision -
Decision Reference DRN-2262564
10 Nov 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-2262564 The complaint Mr G complains that NewDay Ltd trading as Aqua defaulted his account and registered the default with credit reference agencies without informing him. What happened Mr G had a credit card account with Aqua. He says he experienced financial difficulties in July 2019... (3 pages)View decision -
Decision Reference DRN-5176957
8 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5176957 The complaint Mrs G complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mrs G applied for an Aqua credit card in February 2022. Mrs G said she had an income of £12,000 ... (3 pages)View decision -
Decision Reference DRN-2762589
6 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2762589 The complaint Miss S is complaining about NewDay Ltd trading as Aqua. She says they lent to her irresponsibly when they gave her a credit card in August 2016, and again when they increased her credit limit in April 2017. What happened Miss S applied for an Aqua credit card in A... (3 pages)View decision -
Decision Reference DRN-3454718
7 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3454718 The complaint Mr S has complained that NewDay Ltd trading as Marbles irresponsibly lent to him. What happened Mr S opened a credit card account with Marbles in July 2017. His credit limit was initially £450. In January 2018 his credit limit was increased to £1,200. Mr S, throu... (3 pages)View decision