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-5583483
27 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5583483 The complaint Miss P complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application. What happened Miss P applied for an Aqua credit card in March 2024. In her application, Miss P said she was employed with an annual income of £20,... (3 pages)View decision -
Decision Reference DRN2266430
16 Dec 2018 NewDay Ltd Not upheldBanking and creditMs C complains that NewDay Ltd (trading as “Aqua”) acted irresponsibly when it allowed her two credit cards. She says the cards were unaffordable and her credit limits kept being increased. She also says Aqua’s rules were that only one card was allowed per customer.back... (2 pages)View decision -
Decision Reference DRN-5441321
21 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5441321 The complaint Mr S complains NewDay Ltd trading as Aqua irresponsibly lent to him. Mr S 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 S himself. What happe... (2 pages)View decision -
Decision Reference DRN-5803064
25 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5803064 The complaint Mrs M complains that NewDay Ltd trading as Aqua irresponsibly lent to her, and they didn’t consider information about her disability that she told them. What happened • In January 2024 Mrs M was approved for an Aqua credit card, with a credit limit of £450. • I... (5 pages)View decision -
Decision Reference DRN9667026
16 Aug 2017 NewDay Ltd Not upheldBanking and creditMr M complains about NewDay Ltd (“the business”) registering a default against his credit file, and selling his outstanding debt to a third party. backgroundMr M previously had a credit card, which was operated by the business. In summer 2014 Mr M reached his credit li... (3 pages)View decision -
Decision Reference DRN-2151780
14 Sep 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-2151780The complaintMr H complains that NewDay Ltd (“Aqua”) acted irresponsibly when it granted him a credit card account with a credit limit of £600. What happenedIn April 2017, Mr H applied online for a credit card account with Aqua. In his application, Mr H said he was employed with... (3 pages)View decision -
Decision Reference DRN-5273803
11 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5273803 The complaint Mr J complains that NewDay Ltd trading as Marbles irresponsibly lent to him. Mr J 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 J h... (3 pages)View decision -
Decision Reference DRN-3050908
15 Sep 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3050908 The complaint Ms M complains that NewDay Ltd trading as Aqua irresponsibly increased the credit limit on her credit card account which was unaffordable. What happened Ms M says she has no issue with Aqua’s decision to allow her to open a credit card account in 2016 with a credi... (3 pages)View decision -
Decision Reference DRN-3601873
19 Jul 2022 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-3601873 The complaint Miss S complains that Shop Direct Finance Company Limited (‘Shop Direct’) irresponsibly gave her two running account credit facilities that she couldn’t afford. What happened On 2 December 2017, Miss S applied for a credit account with Shop Direct trading as Littl... (3 pages)View decision -
Decision Reference DRN-5373753
26 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5373753 The complaint Mr O complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr O applied for a Fluid credit card in August 2022. In his application, Mr O said he was employ... (3 pages)View decision