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-5061393
18 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5061393 The complaint Mr B complains that NewDay Limited trading as Aqua lent irresponsibly when it approved a credit card he made and later increased the credit limit. What happened Mr B applied for an Aqua credit card in May 2021. In his application, Mr B said he was employed wit... (3 pages)View decision -
Decision Reference DRN-5353547
20 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5353547 The complaint Mrs E complains that NewDay Ltd trading as Aqua have irresponsibly lent to her. What happened Mrs E was approved for an Aqua credit card in October 2020 with a £300 credit limit. The credit limit was increased to £1,050 in July 2022. Mrs E says that Aqua irresp... (3 pages)View decision -
Decision Reference DRN-5603859
4 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5603859 The complaint Mr U complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr U applied for an Aqua credit card in June 2018. In his application, Mr U said he was employed ... (3 pages)View decision -
Decision Reference DRN-2949393
18 Aug 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2949393 The complaint Miss R complains that NewDay Ltd trading as Aqua (Aqua) didn’t refund fraudulent payments to her account or adjust the interest. What happened Miss R had an Aqua credit card. In March 2018, there were suspected fraudulent transactions on her account. Her card was ... (3 pages)View decision -
Decision Reference DRN-4598536
11 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4598536 The complaint Mrs R complains that NewDay Ltd trading as John Lewis Partnership Card (JLP) lent irresponsible when it approved her credit card application. What happened In January 2023 Mrs R applied for a credit card with JLP. In the application, Mrs R said she was employed wi... (3 pages)View decision -
Decision Reference DRN-4412384
15 Dec 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4412384 The complaint Mr H has complained that he was unable to use his credit card provided by NewDay Limited trading as Aqua (“Aqua”), which ultimately led to the account being closed. What happened In March 2023, Aqua wrote to Mr H to say that as he hadn’t used his credit card for s... (3 pages)View decision -
Decision Reference DRN-5058569
6 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5058569 Complaint Mr D has complained about a credit card NewDay Ltd (trading as “Aqua”) provided to him. He says the credit card as well as the limit increase should not have been provided to him as they were unaffordable. Background Aqua provided Mr D with a credit card with an ... (3 pages)View decision -
Decision Reference DRN1475226
30 Mar 2019 NewDay Ltd Not upheldBanking and creditMrs K complains that NewDay Ltd (trading as Aqua) lent irresponsibly when it approved her credit card application and went on to increase her credit limit. backgroundMrs K applied for an Aqua credit card which was approved in November 2011 and had a £400 credit limit. ... (3 pages)View decision -
Decision Reference DRN-3254079
19 Jan 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3254079 The complaint Mr D complains that NewDay Ltd trading as Aqua have irresponsibly lent to him. Mr D 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 D hi... (3 pages)View decision -
Decision Reference DRN-5506180
26 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5506180 The complaint Mrs M complains that NewDay Ltd trading as Pulse irresponsibly lent to her. Mrs 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 Mrs M ... (3 pages)View decision