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-6172184
23 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6172184 The complaint Miss R complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved her credit card application and later increased the limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision.... (4 pages)View decision -
Decision Reference DRN-5585722
21 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5585722 The complaint Miss A complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Miss A was approved for an Aqua credit card in June 2022 with a £900 credit limit. I have detailed the credit limit increases below: November 2022 £900 to £1,900 February ... (5 pages)View decision -
Decision Reference DRN-4321266
7 Sep 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4321266 The complaint Mrs S says that NewDay Ltd trading as Fluid Credit Card did not change her name on her account and they provided her with poor customer service across a number of issues. What happened Mrs S changed her name, so she posted Fluid identification, and instructions of... (4 pages)View decision -
Decision Reference DRN4431249
9 Mar 2021 NewDay Ltd UpheldBanking and creditMr H complains that NewDay Ltd, trading as Aqua, (“NDL”), was irresponsible when it agreed to open a credit card account for him and when it later increased his credit limit on two occasions. Mr H says the credit was unaffordable for him. background Mr H opened a credit card account with N... (9 pages)View decision -
Decision Reference DRN-5167526
25 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5167526 The complaint Mr W complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr 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 Mr W hims... (5 pages)View decision -
Decision Reference DRN-6134988
20 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6134988 The complaint Miss B is unhappy about gambling transactions that took place on her credit card account held with NewDay Ltd trading as Fluid. What happened Miss B has explained that she was off work from January 2024 and began receiving treatment which required regular stay... (4 pages)View decision -
Decision Reference DRN-5748996
12 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5748996 Complaint Miss B has complained about a credit card and the subsequent credit limit increases NewDay Ltd (trading as “Aqua”) provided to her. She says that the credit card and the limit increases were unaffordable for her and left her financially disadvantaged. Background A... (5 pages)View decision -
Decision Reference DRN-5372165
29 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5372165 The complaint Miss M complains that NewDay Ltd trading as Marbles irresponsibly lent to her. Miss 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 Mi... (5 pages)View decision -
Decision Reference DRN-4516319
20 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4516319 Complaint Mr C has complained about a credit card and subsequent credit limit increases NewDay Ltd (trading as “Aqua”) provided to him. He says the limit on his credit card was automatically raised multiple times without request at times when his life was difficult. Background ... (10 pages)View decision -
Decision Reference DRN-5272851
5 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5272851 The complaint Mr F complains NewDay Ltd trading as Aqua irresponsibly lent to him. Mr F 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 F himself. What happe... (5 pages)View decision