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 1173 results
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Decision Reference DRN-4895290
22 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4895290 The complaint Mr B complains that NewDay Ltd, trading as Aqua, irresponsibly provided him with a credit card account and credit limit increases (CLIs) that he couldn’t afford. What happened In August 2021, Mr B applied for, and obtained, a NewDay credit card account. The cre... (3 pages)View decision -
Decision Reference DRN-5757170
18 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5757170 The complaint Mrs L complains that NewDay Ltd lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Mrs L applied for a NewDay credit card in November 2015. Due to the passage of time, the application Mrs L compl... (3 pages)View decision -
Decision Reference DRN-3297572
30 Mar 2022 NewDay Ltd UpheldConsumer CreditDRN-3297572 The complaint Mrs A says NewDay Ltd lent to her irresponsibly. What happened Mrs A took out a 60-month instalment loan for £5,000 from NewDay on 10 December 2018. The monthly repayments were £132.41 and the total repayable was £7,994.74. I understand there is an outstanding bal... (3 pages)View decision -
Decision Reference DRN-3478139
20 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3478139 The complaint Ms W complains that NewDay Ltd lent to her irresponsibly. What happened In April 2020 Ms W opened a credit card account with NewDay. She had an account limit of £600 which was increased three times over the life of the account to date. A fourth increase was offere... (3 pages)View decision -
Decision Reference DRN-3473424
22 Jun 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3473424 The complaint Mr E has complained that NewDay Ltd trading as Aqua irresponsibly lent to him. What happened Mr E opened a credit card account with NewDay (trading as Aqua) in December 2017. His credit limit was £450 and was never increased. Mr E says that NewDay shouldn’t have ... (2 pages)View decision -
Decision Reference DRN-5434888
28 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5434888 The complaint Miss H has complained that NewDay Ltd trading as Aqua acted irresponsibly when it gave her a credit card ending 5303 in May 2024. Miss H argues that the credit is unaffordable and that NewDay failed to take her financial circumstances into account before it off... (3 pages)View decision -
Decision Reference DRN-1730347
24 Apr 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1730347The complaintMr C complains that NewDay Ltd acted irresponsibly when lending him money.What happenedMr C applied for his first account with NewDay in December 2014 and an Aqua card account with a limit of £100 was agreed. In March 2016 Mr C applied for a second account with NewD... (2 pages)View decision -
Decision Reference DRN-4516734
5 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4516734 The complaint Mr W complains that NewDay Ltd trading as Aqua was irresponsible when it offered him credit and later increased his credit limit. Mr W bought his complaint via a representative but I will refer to him throughout for simplicity. What happened NewDay opened a credit... (3 pages)View decision -
Decision Reference DRN6146019
4 Mar 2020 NewDay Ltd UpheldBanking and creditMr H complains that NewDay Ltd, trading as Aqua, kept increasing his credit limit without checking he could afford the payments. And that they wrongly sold his account to a debt collection agency before helping him.backgroundI recently issued my provisional conclusions setting out the even... (10 pages)View decision -
Decision Reference DRN-3501907
21 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3501907 The complaint Mr C has complained that NewDay Ltd irresponsibly lent to him. He says he was provided with credit that he couldn’t afford and he lost out as a result. What happened Mr C opened a credit card account with NewDay in March 2019. His credit limit was initially £250. ... (4 pages)View decision