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 2568 results
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Decision Reference DRN-1151948
17 Apr 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1151948The complaintMr A complains that NewDay Ltd (trading as Aqua) lent irresponsibly after it approved his credit card application. What happenedMr A applied for an Aqua credit card in September 2016 and said he was working and had an income of £17,000 a year. The application also s... (2 pages)View decision -
Decision Reference DRN-5221435
8 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5221435 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and went on to increase his credit limit. What happened Mr B applied for a credit card with Aqua in February 2018. In his application Mr B said he wa... (3 pages)View decision -
Decision Reference DRN-5794146
3 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5794146 The complaint Ms S complains that NewDay Ltd trading as Aqua irresponsibly lent to her. Ms S is represented by a solicitor’s 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 Ms S herself. What... (5 pages)View decision -
Decision Reference DRN-4713473
6 Jun 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4713473 The complaint Miss A complains that NewDay Ltd trading as Marbles keeps sending her emails with incorrect information in the subject line which causes her panic and severe anxiety. What happened Miss A says that she has been making her monthly repayments to try and start paying... (3 pages)View decision -
Decision Reference DRN0971741
6 Aug 2019 NewDay Ltd UpheldBanking and creditMr P complains that NewDay Ltd (T/A Aqua) passed his account to a debt collection agency after agreeing a payment plan with him. backgroundMr P opened his credit card account with Aqua in January 2014. In May 2018 he contacted it to explain he was experiencing financial hardship. A reduced... (3 pages)View decision -
Decision Reference DRN-2814118
12 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2814118 The complaint Mr G complains that Aqua proactively increased his credit limit on his credit card, without carrying out checks to make sure he could afford the repayments. He feels that Aqua was irresponsible in increasing his lending, and that this contributed to him falling in... (4 pages)View decision -
Decision Reference DRN-5182666
16 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5182666 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and went on to increase the credit limit on several occasions. What happened Mr B applied for a credit card with Aqua in July 2013. Aqua approved the... (3 pages)View decision -
Decision Reference DRN-5745895
4 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5745895 The complaint Mr O complains about the way in which NewDay Ltd trading as Aqua has handled his chargeback dispute and the impact its actions have had on his financial situation and credit file. What happened Mr O made four purchases using his Aqua credit card from a retailer... (4 pages)View decision -
Decision Reference DRN-4546740
9 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4546740 The complaint Miss P complains about the way NewDay Ltd trading as Fluid administered her credit card after she made a payment to clear the outstanding balance. Miss P also complains that Fluid unfairly recorded information that’s impacted her credit file. What happened Miss P ... (3 pages)View decision -
Decision Reference DRN-5155337
19 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5155337 The complaint Ms L complains that NewDay Ltd (NDay) lent to her irresponsibly. What happened In March 2016, NDay agreed to give a credit card to Ms L, and then offered and applied increases in the limit as shown: Limit increase number Date Limit March 2016 (new account) £30... (4 pages)View decision