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-5622318
17 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5622318 The complaint Mr O 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 O applied for an Aqua credit card in February 2018. In his application, Mr O said he was emplo... (3 pages)View decision -
Decision Reference DRN-5293082
21 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5293082 The complaint Mr Z complains NewDay Ltd trading as Aqua irresponsibly lent to him. Mr Z 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 Z himself. What happe... (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 -
Decision Reference DRN5320109
30 Dec 2015 NewDay Ltd Not upheldBanking and creditMr E complains about the way NewDay Ltd trading as aqua (“aqua”) increased the interest rate on his credit card. He also complains about charges that were added to his account, collection calls that were made to him and aqua referring to him by the wrong name.bac... (3 pages)View decision -
Decision Reference DRN-5772375
3 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5772375 The complaint Mr D complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved his credit card application. What happened Mr D applied for a Fluid credit card in September 2021. In his application Mr D said he was earning £78,000 a year. Fluid calculated ... (3 pages)View decision -
Decision Reference DRN7286215
5 Feb 2020 NewDay Ltd Not upheldBanking and creditMr H complains that a loan from NewDay Limited, trading as Aqua, wasn’t affordable for him and that it shouldn’t have been made to him. He also complains that the credit limit increases on his credit card account with Aqua weren’t affordable for him and that it should’ve made more checks. ... (3 pages)View decision -
Decision Reference DRN-5344658
11 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5344658 The complaint Mr A 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 A applied for a credit card with Aqua in September 2018. In his application, Mr A said he was ... (3 pages)View decision -
Decision Reference DRN-3474379
22 Jun 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3474379 The complaint Mr T complains that NewDay Ltd (trading as Aqua) won’t refund him for a transaction he says he didn’t agree to. He would like the transaction refunded. What happened Mr T has an Aqua credit card. He noticed a charge of his card of £34.99 to a software merchant for... (3 pages)View decision -
Decision Reference DRN-5158062
31 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5158062 The complaint Ms D complains about NewDay Ltd trading as Aqua’s actions when she fell into arrears on her credit card account. What happened In October 2023, Ms D agreed to a no fee arrangement when her account fell into arrears. She was requi... (3 pages)View decision -
Decision Reference DRN-5934150
20 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5934150 The complaint Mr H has complained that NewDay Ltd, trading as Fluid, were irresponsible when increasing the credit limit on a credit card they supplied to him What happened Fluid provided Mr H with a credit card in November 2021 with a limit of £450. This limit was increased... (3 pages)View decision