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 DRN6413082
23 Nov 2020 NewDay Ltd Not upheldBanking and creditMr B complains that NewDay Ltd (trading as Aqua) has refused to raise a Section 75 claim on his behalf. background Mr B says hotel accommodation he bought as part of a holiday, using his Aqua card, was misrepresented to him on the phone. He says he booked a double room with a garden view a... (3 pages)View decision -
Decision Reference DRN-5581477
23 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5581477 The complaint Miss J complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved a credit card application she made. What happened Miss J applied for a Fluid credit card in January 2019. In her application, Miss J said she had an annual income of £30,636 ... (3 pages)View decision -
Decision Reference DRN-2829512
23 Jun 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2829512 The complaint Mr M complains that NewDay Ltd trading as Aqua didn’t tell him that the interest rate on his credit card account was increasing. What happened Mr M says he was sent a letter in October 2019 telling him the interest rate on his Aqua credit card account would be inc... (2 pages)View decision -
Decision Reference DRN-1994504
4 Jan 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-1994504 The complaint Mr J complains that NewDay Ltd trading as Aqua refused his claim brought under Section 75 of the Consumer Credit Act 1974 (CCA). He wants a full refund of his holiday costs. What happened Mr J tells us that he booked a holiday abroad in 2019 with a company I’ll re... (3 pages)View decision -
Decision Reference DRN3419379
28 Oct 2019 NewDay Ltd UpheldBanking and creditMrs M has complained that NewDay Ltd (trading as “Aqua”card) provided her with a credit card irresponsibly. She’s said that Aqua would have seen she was already in debt if it had carried out checks and it was unreasonable for Aqua to then increase the credit limit.backgroundI attach my pro... (13 pages)View decision -
Decision Reference DRN-3114242
4 Nov 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3114242 The complaint Ms S complains that NewDay Ltd trading as Aqua irresponsibly increased the credit limit on her credit card account to unaffordable levels. What happened Ms S says Aqua repeatedly increased the credit limit on her credit account to unaffordable levels. She says she... (2 pages)View decision -
Decision Reference DRN-4793923
6 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4793923 The complaint Mr M complains that NewDay Limited Ltd as Aqua lent irresponsibly when it increased the credit limit on his credit card. What happened Mr M had an Aqua credit card that had a credit limit of £1,150. In December 2007, Mr M’s credit limit was increased to £1,550. Aq... (2 pages)View decision -
Decision Reference DRN-2838403
22 Jun 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2838403 The complaint Mr W complains that NewDay Ltd trading as Aquacard have irresponsibly lent to him when they increased his credit limit on his credit card. What happened Mr W made an application for an Aqua credit card in November 2019. Mr W told Aqua that he earned £37,600, had o... (2 pages)View decision -
Decision Reference DRN-5549088
21 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5549088 The complaint Mr L complains that NewDay Ltd trading as Pulse irresponsibly lent to him. Mr L 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 L him... (3 pages)View decision -
Decision Reference DRN-5402659
3 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5402659 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application. What happened Mr B applied for an Aqua credit card in September 2022. In his application Mr B said he was employed with an annual income of £30,800 ... (3 pages)View decision