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-5467856
30 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5467856 The complaint Mrs P complains that NewDay Ltd trading as Fluid irresponsibly lent to her. What happened Mrs P was approved for a Fluid credit card in August 2021 with a credit limit of £1,500. The credit limit was increased to £2,750 in December 2021. The credit limit was in... (4 pages)View decision -
Decision Reference DRN-2631321
13 Aug 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2631321 The complaint Ms T complains that NewDay Ltd – trading as Aqua – were irresponsible in approving a credit card for her because she thinks it was unaffordable, and she says she was vulnerable due to her poor mental health at the time. When I refer to what Ms T has said, and Aqua... (7 pages)View decision -
Decision Reference DRN-5673130
6 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5673130 The complaint Miss J complains that NewDay Ltd trading as Aqua (‘Aqua’) terminated her credit card account without warning, when she had an agreement with them. Miss J wants her account reinstating. What happened Aqua placed Miss J’s account on hold for several months as s... (4 pages)View decision -
Decision Reference DRN3938778
19 Feb 2018 NewDay Ltd Not upheldBanking and creditMr C complains about various aspects of how NewDay Ltd (trading as Aqua) has managed his credit card account. backgroundMr C said that he contacted Aqua in March 2017 about a flight that he’d used his card to pay for. He said that a flight had been booked that he did... (4 pages)View decision -
Decision Reference DRN-5064095
8 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5064095 The complaint Mrs T complains that NewDay Ltd trading as Aquacard have irresponsibly lent to her. Mrs T 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 b... (4 pages)View decision -
Decision Reference DRN-5602368
7 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5602368 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 ... (4 pages)View decision -
Decision Reference DRN-5924552
3 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5924552 The complaint Mr D complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the limit. Mr D also complains that Aqua treated him unfairly and failed to identify and support him as a vulnerable customer. Wh... (4 pages)View decision -
Decision Reference DRN-5439079
28 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5439079 The complaint Miss J complains NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Miss J was approved for an Aqua credit card in May 2020 with a £250 credit limit. I have detailed the credit limit increases below: October 2020 £250 to £1,250 October 2021 £1,... (4 pages)View decision -
Decision Reference DRN-5587356
28 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5587356 The complaint Mr V complains that NewDay Ltd trading as John Lewis Partnership Card (JLPC) have irresponsibly lent to him. What happened Mr V was approved for a JLPC in August 2022 with a £7,200 credit limit. He says that JLPC irresponsibly lent to him. Mr V made a complaint... (4 pages)View decision -
Decision Reference DRN-5227340
7 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5227340 Complaint Mrs D has complained that NewDay Ltd (trading as “Aqua”) irresponsibly provided a credit card as well and the subsequent credit limit increases to her. She says that they were unaffordable and became unmanageable. Background Aqua initially provided Mrs D with a cr... (4 pages)View decision