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-2318689
5 Nov 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2318689 The complaint Mr G complains NewDay Ltd (trading as Aqua) shouldn’t have increased the credit limit on his credit card account when it did. What happened Mr G opened a credit card account with Aqua in October 2015. The original credit limit was £900. This was agreed based on th... (4 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 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 -
Decision Reference DRN-5496153
22 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5496153 The complaint Mr C complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr C 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 C himself. What ... (5 pages)View decision -
Decision Reference DRN-3182518
21 Dec 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3182518 The complaint Miss A complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved a credit card with a £250 limit. What happened Miss A applied for an Aqua credit card in July 2015. Miss A told Aqua she was employed with an income of £34,000 and lived with fam... (2 pages)View decision -
Decision Reference DRN9477256
16 Apr 2020 NewDay Ltd UpheldBanking and creditMrs J complains that NewDay Ltd (trading as Aqua) were irresponsible in increasing the credit limit on her credit card.backgroundIn December 2015, Mrs J was successful in applying for an Aqua credit card, with a limit of £250. That month, she withdrew £120 in cash from the card and in Febr... (4 pages)View decision -
Decision Reference DRN-5892277
20 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5892277 The complaint Mr N complains that NewDay trading as Aqua have irresponsibly lent to him. What happened Mr N was approved for an Aqua credit card in November 2013 with a £250 credit limit. I have detailed the credit limit changes below: February 2017 £250 to £550 December 201... (6 pages)View decision