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-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 -
Decision Reference DRN-5764428
26 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5764428 The complaint Mr F complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application. What happened Mr F applied for an Aqua credit card in January 2025. In his application, Mr F said he was employed with an annual income of £24,000 t... (3 pages)View decision -
Decision Reference DRN-5399841
14 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5399841 The complaint With the help of a professional representative (PR) Mr D complains that NewDay Ltd trading as Aqua lent to him irresponsibly. For ease, I’ll refer to the PR’s actions as being those of Mr D. What happened In November 2021, Mr D applied for – and was given - a c... (3 pages)View decision -
Decision Reference DRN8971594
13 Jun 2019 NewDay Ltd Not upheldBanking and creditMr C complains that NewDay Ltd trading as Aqua have raised the interest rate on his credit card.backgroundMr C has had an Aqua credit card for a number of years. In 2017, Aqua increased the interest rate on the card. They wrote to Mr C two months before the increase ... (3 pages)View decision -
Decision Reference DRN8776802
1 May 2018 NewDay Ltd Not upheldBanking and creditMr M complains about NewDay Ltd (“the business”) about interest calculations on his Aqua credit card. Mr M wants the business to reinstate the cashback option and accrued balance which he lost when his account exceeded its credit limit. backgroundMr M has held his Aqua... (3 pages)View decision -
Decision Reference DRN-5457073
15 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5457073 The complaint Mr P complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application. What happened Mr P applied for an Aqua credit card in January 2022. In his application, Mr P said he had an income of £29,000 a year that Aqua calcu... (3 pages)View decision