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 1089 results
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Decision Reference DRN3382770
12 Jul 2017 NewDay Ltd Not upheldBanking and creditMr H complains that NewDay Ltd (trading as Aqua) lent to him irresponsibly when it increased his credit limit despite his difficult financial situation. As a result, he says he’s now in financial difficulties.backgroundMr H took out a credit card with Aqua in 2014 with... (2 pages)View decision -
Decision Reference DRN-3090165
26 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3090165 The complaint Mr E complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened Mr E applied online for a credit card from Aqua. This was agreed in April 2019 with a limit of £900. Aqua then increased the limit to £2,150 in July 2019: Date Limit Ap... (3 pages)View decision -
Decision Reference DRN-5441321
21 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5441321 The complaint Mr S complains NewDay Ltd trading as Aqua irresponsibly lent to him. Mr S 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 S himself. What happe... (2 pages)View decision -
Decision Reference DRN-5549088
21 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5549088 The complaint Mr L complains that NewDay Ltd trading as Pulse irresponsibly lent to him. Mr L 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 L him... (3 pages)View decision -
Decision Reference DRN-2909798
6 Jul 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2909798 The complaint Ms Q complains that NewDay Ltd trading as Aqua (Aqua) lent to her irresponsibly. What happened Ms Q applied for a credit card from Aqua in July 2018 with a limit of £450. Further increases were agreed as follows: Date Limit July 2018 £450 November 2018 £1350 March... (3 pages)View decision -
Decision Reference DRN-5112961
17 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5112961 The complaint Miss J complains NewDay Ltd trading as Aqua irresponsibly lent to her. Miss J 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 J her... (2 pages)View decision -
Decision Reference DRN-4925049
10 Sep 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4925049 The complaint Mr G complains NewDay Ltd trading as Aqua irresponsibly lent to him. What happened Mr G was approved for an Aqua credit card in August 2017 with a credit limit of £900. I have detailed the credit limit changes below: July 2018 £900 to £2,100 October 2018 £2,100... (4 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-2915539
8 Jul 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2915539 The complaint Mr H complains that NewDay Ltd trading as Opus lent irresponsibly when it approved his credit card and later increased the credit limit. Mr H also says Opus failed to help while he was experiencing financial difficulties. What happened The background to this compl... (3 pages)View decision -
Decision Reference DRN-5395753
4 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5395753 The complaint Miss W complains that NewDay Ltd trading as Fluid Mastercard irresponsibly lent to her. What happened Miss W was approved for a Fluid credit card in June 2022 with a credit limit of £2,000. The credit limit was increased to £2,700 in October 2022. Miss W says t... (3 pages)View decision