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 1021 results
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Decision Reference DRN-2936011
10 Aug 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2936011 The complaint Ms T complains that NewDay Ltd irresponsibly allowed her to open a credit card account which was unaffordable and also increased the credit limits. What happened Ms T says she shouldn’t have been allowed to open the NewDay credit card account in 2017 and it didn’t... (3 pages)View decision -
Decision Reference DRN-3497810
25 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3497810 The complaint Mr S complains that NewDay Ltd (“NewDay”), trading as Aqua, irresponsibly granted him credit that he couldn’t afford to repay. What happened NewDay approved a credit card application for Mr S in October 2016. They initially provided a credit limit of £300 but in ... (3 pages)View decision -
Decision Reference DRN-5594183
30 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5594183 The complaint Mr H complains that NewDay Ltd, trading as Aqua, lent to him irresponsibly and didn’t help him when he was experiencing financial difficulties. What happened NewDay provided Mr H with a credit card in April 2019. The initial credit limit was £1,200. The credit... (6 pages)View decision -
Decision Reference DRN-4430612
18 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4430612 The complaint Mrs H complains that NewDay Ltd trading as Aquacard was irresponsible in its lending to her. What happened NewDay provided Mrs H with a credit card. She says that between 2017 and 2019 she was struggling financially which would have been seen from her defaults. Sh... (3 pages)View decision -
Decision Reference DRN-5479518
26 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5479518 The complaint Mr F 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 F applied for an Aqua credit card in March 2017. In his application, Mr F said he was earning ... (3 pages)View decision -
Decision Reference DRN0819707
19 Feb 2020 NewDay Ltd UpheldBanking and creditMs P complains about an Aqua branded credit card provided to her by NewDay Ltd. She thinks it was irresponsible of NewDay to increase her credit limit on three occasions from £250 to £1,650 over 16 months.backgroundA timeline of NewDay’s lending decisions is below: June 2013 – Ms P applie... (5 pages)View decision -
Decision Reference DRN-4388087
6 Nov 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4388087 The complaint Miss C complains that NewDay Ltd (NewDay) lent to her irresponsibly. What happened Miss C had two credit cards from NewDay, an Aqua card and a Marbles card. The Aqua card was opened in November 2015; the Aqua card was opened in December 2017. Limit increases were ... (5 pages)View decision -
Decision Reference DRN-5126175
5 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5126175 The complaint Mrs G complains that NewDay Ltd trading as Fluid (“NewDay”) was irresponsible to open a credit account for her and to later increase the credit limit. Mrs G has brought her complaint via a representative but I will refer to her throughout for simplicity. What... (5 pages)View decision -
Decision Reference DRN-3733785
1 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3733785 The complaint Miss G has complained that NewDay Ltd trading as Aqua irresponsibly lent to her. She says she was provided with credit that she couldn’t afford, and she lost out as a result. What happened Miss G opened a credit card account with NewDay in August 2015. Her credit ... (4 pages)View decision -
Decision Reference DRN-5127011
5 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5127011 The complaint Miss B complains that NewDay Ltd was irresponsible to open three credit accounts for her and to later increase the credit limits. Miss B has brought her complaint via a representative but I will refer to her throughout for simplicity. What happened NewDay Ltd... (6 pages)View decision
