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-5574660
29 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5574660 The complaint Mr H complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application. What happened Mr H applied for an Aqua credit card in January 2021. In his application, Mr H said he was earning £22,500 that Aqua calculated left h... (2 pages)View decision -
Decision Reference DRN-5455678
7 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5455678 The complaint Mr B 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 B applied for an Aqua credit card in April 2024. In his application, Mr B said he was employed... (2 pages)View decision -
Decision Reference DRN-3050908
15 Sep 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3050908 The complaint Ms M complains that NewDay Ltd trading as Aqua irresponsibly increased the credit limit on her credit card account which was unaffordable. What happened Ms M says she has no issue with Aqua’s decision to allow her to open a credit card account in 2016 with a credi... (3 pages)View decision -
Decision Reference DRN-5256041
11 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5256041 The complaint Miss B says NewDay Ltd trading as BIP (‘BIP’), irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the card repayments and it increased her credit limit three times. She says she spent the balance each month and s... (4 pages)View decision -
Decision Reference DRN-4793923
6 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4793923 The complaint Mr M complains that NewDay Limited Ltd as Aqua lent irresponsibly when it increased the credit limit on his credit card. What happened Mr M had an Aqua credit card that had a credit limit of £1,150. In December 2007, Mr M’s credit limit was increased to £1,550. Aq... (2 pages)View decision -
Decision Reference DRN-5411314
21 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5411314 The complaint Miss W complains that NewDay Ltd trading as Aqua irresponsibly increased her credit limit. What happened Miss W’s Aqua account had a credit limit of £450, but Aqua increased the credit limit to £1,450 in June 2018. Miss W says that it was irresponsible for Aqua... (2 pages)View decision -
Decision Reference DRN-5172860
12 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5172860 The complaint Mr D complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application. What happened Mr D applied for an Aqua credit card in April 2023. In his application, Mr D said he was employed with an income of £30,000. Aqua appl... (2 pages)View decision -
Decision Reference DRN-5402659
3 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5402659 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application. What happened Mr B applied for an Aqua credit card in September 2022. In his application Mr B said he was employed with an annual income of £30,800 ... (3 pages)View decision -
Decision Reference DRN-5190678
16 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5190678 Complaint Miss L has complained about a credit card and subsequent limit increases which NewDay Ltd (trading as “Aqua”) provided to her. She says the credit card was unaffordable and shouldn’t have been provided. Background Aqua provided Miss L with a credit card which had ... (4 pages)View decision -
Decision Reference DRN-5191811
30 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5191811 The complaint Miss W complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss W applied for an Aqua credit card in August 2021. In her application, Miss W gave an incom... (3 pages)View decision
