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
-
Decision Reference DRN-5455023
27 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5455023 Complaint Miss G has complained about a credit card NewDay Ltd (trading as “Aqua”) provided to her. She says the credit card was irresponsibly provided as it was unaffordable for her. Background Aqua provided Miss G with a credit card with a limit of £450 in October 2022. T... (3 pages)View decision -
Decision Reference DRN-6132870
23 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6132870 Complaint Mr M has complained about a credit card NewDay Ltd (trading as “Aqua”) provided to him. He says the credit card should not have been provided to him as it was unaffordable and caused difficulty. Background Aqua provided Mr M with a credit card with a limit of £1,2... (3 pages)View decision -
Decision Reference DRN-5627712
29 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5627712 The complaint Miss H complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss H applied for an Aqua credit card in February 2019. In her application, Miss H said she wa... (3 pages)View decision -
Decision Reference DRN-5302767
28 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5302767 The complaint Mrs B complains NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Mrs B was approved for an Aqua credit card in January 2018 with a £450 credit limit. I have detailed the credit limit changes below: November 2018 £450 to £1,100 April 2019 £1,1... (3 pages)View decision -
Decision Reference DRN-1119917
15 May 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1119917 The complaintMr H complains that NewDay Ltd (trading as Marbles) did not take into consideration his mental health when approving his credit card application. What happenedOn 18 September 2017, Marbles approved the online credit card application Mr H had applied for, and he was... (3 pages)View decision -
Decision Reference DRN-4763029
13 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4763029 The complaint Mr H complains that a finance provider (“T”) who subsequently sold his acocunt to NewDay Ltd (“ND”) failed to record his change of address in June 2013, resulting in statements being sent to his old address for over 10 years. Mr H says that he thought he’d paid t... (3 pages)View decision -
Decision Reference DRN-2671761
7 Apr 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2671761 The complaint Mr N complains of poor customer service and security concerns with NewDay Ltd trading as Aqua. What happened Mr N had been logged out of Aqua’s mobile phone application so he contacted them to update his mobile number on their records. Mr N was told that as he wan... (3 pages)View decision -
Decision Reference DRN-5642772
1 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5642772 The complaint Mr M complains that NewDay Ltd trading as Fluid have irresponsibly lent to him. Mr M 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 ... (3 pages)View decision -
Decision Reference DRN-6125156
24 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6125156 The complaint Ms T complains that NewDay Ltd trading as AO Finance (AO) lent irresponsibly when it approved her credit card application. What happened Ms T applied for an AO credit card in December 2019. In her application, Ms T gave an annual income of £15,000 that AO calc... (3 pages)View decision -
Decision Reference DRN-4586544
14 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4586544 Complaint Miss C has complained about a credit card NewDay Ltd (trading as “Aqua”) provided to her. She says the credit card was irresponsibly provided to her and then her limit increased even after she was only making minimum payments. Background Aqua provided Miss C with a cr... (3 pages)View decision