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-5061829
7 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5061829 The complaint Mr B complains NewDay Ltd trading as Aqua irresponsibly lent to him. Mr B 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 B himself. What happe... (4 pages)View decision -
Decision Reference DRN-5513653
30 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5513653 The complaint Miss B complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Miss B was approved for an Aqua credit card in January 2020 with a £300 credit limit. I have detailed the credit limit increases below: December 2020 £300 to £1,300 May 20... (4 pages)View decision -
Decision Reference DRN-5859633
16 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5859633 Complaint Miss L 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 Miss L with a ... (5 pages)View decision -
Decision Reference DRN-3106120
13 Oct 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3106120 The complaint Mr G complained that NewDay Ltd (trading as Aqua) acted irresponsibly when they increased his credit card limit with them on multiple occasions. He said that it should’ve been clear he was in a poor cycle of debt. What happened Mr G applied to Aqua for a credit ca... (4 pages)View decision -
Decision Reference DRN-3436998
12 May 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3436998 The complaint Ms R complains about the service she received from NewDay Ltd (trading as Aqua) when she tried to extend the payment freeze on her account with them. What happened Ms R holds a credit card account with Aqua. A payment freeze had been agreed by Aqua on Ms R’s accou... (4 pages)View decision -
Decision Reference DRN-5333391
3 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5333391 The complaint Mr P 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 P applied for a credit card with Aqua in June 2021. In his application, Mr P said he was emplo... (4 pages)View decision -
Decision Reference DRN-5906439
7 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5906439 The complaint Miss W complains that NewDay Ltd trading as Aqua irresponsibly lent to her. Miss W 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 Miss ... (5 pages)View decision -
Decision Reference DRN-5378305
28 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5378305 The complaint Mr B complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr B 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 B himself. What ... (5 pages)View decision -
Decision Reference DRN-5421670
25 Mar 2025 Bamboo Limited UpheldConsumer CreditDRN-5421670 The complaint Mrs A complains that Bamboo Limited was irresponsible in its lending to her. She wants compensation for this. Mrs A is represented by a third party but for ease of reference I have referred to Mrs A throughout this decision. What happened Mrs A was provided wit... (4 pages)View decision -
Decision Reference DRN-5669575
7 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5669575 Complaint Miss T has complained about a credit card and subsequent limit increases that NewDay Ltd (trading as “Marbles”) provided to her. She says that the credit card as well as the limit increases were irresponsibly provided. Background Marbles initially provided Miss T ... (5 pages)View decision