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 1020 results
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Decision Reference DRN2743622
22 Jun 2020 NewDay Ltd UpheldBanking and creditMr N complains that NewDay Ltd, trading as Aqua continued to increase his credit limit when he couldn’t afford it. backgroundIn February 2013 Mr N took out a credit card with NewDay. Initially he was given a credit limit of £250. Between July 2013 and December 2014, NewDay increased Mr N’s... (6 pages)View decision -
Decision Reference DRN4629790
12 Mar 2019 NewDay Ltd Not upheldBanking and creditMs C complains that NewDay Ltd trading as Marbles should not have given her a credit card or increased the credit limit.backgroundMs C applied for and was granted a Marbles credit card in March 2016. The opening credit limit was £600. In June 2016, Marbles wrote to... (3 pages)View decision -
Decision Reference DRN-5772531
3 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5772531 The complaint Mrs M complains that NewDay Ltd trading as Fluid irresponsibly lent to her. Mrs 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 Mrs M ... (3 pages)View decision -
Decision Reference DRN-2890409
12 Jul 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2890409 The complaint Mr W complains that NewDay Ltd trading as Aqua irresponsibly allowed him to open a credit card account and later increased his credit limit which was unaffordable. What happened Mr W says Aqua didn’t carry out any affordability checks on his credit card account ap... (2 pages)View decision -
Decision Reference DRN-5457096
29 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5457096 The complaint Mrs B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Mrs B applied for an Aqua credit card in March 2020. In her application, Mrs B said she was empl... (3 pages)View decision -
Decision Reference DRN-2953588
2 Aug 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2953588 The complaint Mr G complains that by NewDay Ltd increasing his credit limit on his Debenhams card meant the repayments were unaffordable for him. What happened Mr G had two credit cards with NewDay – a Fluid credit card and a Debenhams credit card. In November 2019, NewDay lowe... (5 pages)View decision -
Decision Reference DRN6589916
18 Jan 2019 NewDay Ltd UpheldBanking and creditMs C says that NewDay Ltd allowed her to take out an unaffordable credit card and also increased her credit limit irresponsibly.backgroundIn June 2012 Ms C opened a credit card with NewDay. Her limit was £250. In November 2012 this limit was increased to £600. The ... (4 pages)View decision -
Decision Reference DRN-2162593
6 Oct 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-2162593 The complaint Mr S has complained that NewDay Ltd trading as Aqua (“Aqua”), acted irresponsibly when it offered him a credit card, and didn’t treat him positively and sympathetically when he couldn’t make payments. What happened Mr S applied for an Aqua credit card in December ... (3 pages)View decision -
Decision Reference DRN-3072468
4 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3072468 The complaint Mr C complains about lending made to him through four separate credit card accounts by NewDay Ltd. What happened Mr C said that NewDay had lent him money through four separate credit card accounts, starting in 2015. He said that none of this lending was affordabl... (7 pages)View decision -
Decision Reference DRN-3194637
30 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3194637 The complaint Ms H complains that NewDay Ltd (trading as Aqua) lent irresponsibly when it increased her credit card limit. What happened Ms H opened a credit card account with Aqua in early 2018. But within a few months the credit limit had more than doubled. And by the end of ... (3 pages)View decision
