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-5512444
2 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5512444 The complaint Ms W complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Ms W applied for a Fluid credit card in July 2020. In her application, Ms W said she was employe... (3 pages)View decision -
Decision Reference DRN-3661926
22 Aug 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3661926 The complaint Mr G complains that NewDay Ltd (trading as Marbles) lent to him irresponsibly. What happened On 6 March 2017, Mr G applied for a Marbles credit card and was given a limit of £600. He used the card regularly but in November 2018 stopped making payments and fell int... (3 pages)View decision -
Decision Reference DRN-3235701
23 Jan 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3235701 The complaint Ms M complains that NewDay Ltd trading as Aqua irresponsibly allowed her to open a credit card account and later increased her credit limit. She says the lending was unaffordable. What happened Ms M says she opened the Aqua account in May 2016 and at the time was ... (3 pages)View decision -
Decision Reference DRN-3133734
29 Oct 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3133734 The complaint Mrs D says that NewDay Ltd (trading as “Aqua”) didn’t carry out appropriate checks when lending to her and if it had, the checks would have shown the lending was unaffordable for her. What happened In January 2020, Mrs D was provided with an Aqua credit card with ... (3 pages)View decision -
Decision Reference DRN-5364502
24 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5364502 The complaint Miss K complains that NewDay Ltd trading as Aqua irresponsibly lent her money on a credit card. What happened Miss K took out an Aqua credit card in July 2020, with an initial credit limit of £250. In July 2021, Aqua increased the credit limit to £1,250. In 202... (3 pages)View decision -
Decision Reference DRN-4524872
18 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4524872 The complaint Mr A complains that NewDay Ltd trading as Aqua (“Aqua”) failed to refund transactions he didn’t recognise. What happened What Mr A says Mr A explained that he noticed a series of transactions had been made using his Aqua credit card that he didn’t recognise. He w... (3 pages)View decision -
Decision Reference DRN-6035019
19 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6035019 The complaint Mr S complains about how NewDay Ltd trading as Aqua (“Aqua”) handled a claim about a hotel booking made using his credit card. What happened In July 2025, Mr S used his Aqua credit card to pay for a hotel booking for a guest and her child. The cost of the booki... (3 pages)View decision -
Decision Reference DRN-2889376
23 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2889376 The complaint Ms R complained that NewDay Ltd (trading as ‘Aqua’) acted irresponsibly when they provided her with a credit card, increased its limit on two occasions and agreed to provide her a loan. What happened Ms R applied online to Aqua for a credit card in July 2016. Aqua... (5 pages)View decision -
Decision Reference DRN-5092362
21 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5092362 Complaint Mr L has complained about a (“Marbles”) branded credit card and the subsequent credit limit increases on it which NewDay Ltd provided to him. He says he was provided with the credit card and credit limit increases without any concern for his financial difficulty. ... (6 pages)View decision -
Decision Reference DRN-2810472
11 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2810472 The complaint Mr H complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened Mr H opened his Aqua card account in 2012. Aqua increased his credit limits as follows: Date Old Limit New Limit June 2012 - £500 November 2012 £500 £750 April 2013 £750... (7 pages)View decision