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-5113993
19 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5113993 The complaint Mr A, through his representative, complains that National Westminster Bank Plc approved a credit card for him in August 2022 with a credit limit of £7,350 which he says he could not afford. What happened Mr A’s representative sent to NatWest its letter of comp... (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-5057476
3 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5057476 The complaint Mrs G complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved her credit card application and went on to increase the credit limit on two occasions. What happened The background to this complaint and my initial conclusions were set out... (3 pages)View decision -
Decision Reference DRN-4130750
23 May 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4130750 The complaint Mr S complains that NewDay Ltd trading as Fluid lent to him irresponsibly. What happened In July 2020 Mr S applied for a credit card with Fluid. Fluid approved the application and gave Mr S a credit card with an initial credit limit of £1200. Mr S complained that ... (2 pages)View decision -
Decision Reference DRN-3373387
24 Jun 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3373387 The complaint Ms H complains about credit card interest charged by NewDay Ltd trading as Amazon Platinum Credit Card (Amazon). What happened In May 2021 Ms H opened an Amazon credit card that had a 0% promotional interest rate. Ms H transferred a balance to her card and began m... (2 pages)View decision -
Decision Reference DRN2627721
25 Apr 2019 NewDay Cards Ltd Not upheldBanking and creditMr J complains that NewDay Cards Ltd (trading as Aqua) failed to put in place a payment plan he requested, added charges unfairly to his account and sold the debt on when he was trying to sort things out.backgroundMr J had a credit card with Aqua. When he found himself... (2 pages)View decision -
Decision Reference DRN1991635
19 Feb 2019 NewDay Ltd Not upheldBanking and creditMr L complains that NewDay Ltd (trading as Aqua) gave him wrong information and caused delays when arranging a refund from a credit card. backgroundMr L held a credit card with Aqua and arranged a balance transfer for the funds he owed. A short time later he contacte... (2 pages)View decision -
Decision Reference DRN-4743581
16 Apr 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4743581 The complaint Mr S is complaining that NewDay Limited trading as Aqua lent to him irresponsibly by providing him with, and then increasing the credit limit on, a credit card account. Mr S is represented in his complaint, but for ease I’ve written as if we’ve dealt directly with... (4 pages)View decision -
Decision Reference DRN-3011355
24 Aug 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3011355 The complaint Mr B complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened Mr B applied for a credit card with Aqua in March 2015 and it was agreed with a limit of £250. Increases were then made as follows: Date Limit March 2015 (new card) £250... (4 pages)View decision -
Decision Reference DRN-5836571
23 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5836571 The complaint Miss C complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusion were set out in a provisional dec... (4 pages)View decision