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-3122159
25 Oct 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3122159 The complaint Mr G complains that NewDay Ltd (NewDay) lent to him irresponsibly. Mr G is represented by a claims management firm, but I will refer to Mr G as the complainant. What happened Mr G applied for an Aqua credit card from NewDay in June 2014. His limits were increased ... (3 pages)View decision -
Decision Reference DRN-2095068
9 Sep 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2095068The complaintMr M complains that NewDay Ltd trading as Aqua (NewDay) acted irresponsibly when they increased the limit on his credit card on several occasions. What happenedMr M held a credit card account with NewDay, and he says that in a period of less than 3years his limit wa... (3 pages)View decision -
Decision Reference DRN-1703723
22 Jan 2021 NewDay Ltd UpheldBanking and PaymentsDRN-1703723 The complaint Ms T complains that NewDay Ltd, trading as Aqua, lent to her irresponsibly when it provided her with a credit card and later increased the credit limit on that card. What happened Ms T took out a credit card with NewDay in January 2012. The initial credit limit wa... (4 pages)View decision -
Decision Reference DRN-5085899
16 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5085899 The complaint Mrs B is being represented by solicitors. She’s complaining about NewDay Ltd trading as Aqua because she says it lent irresponsibly by providing with a card she couldn’t afford and then going on to increase the credit limit. What happened Mrs B opened a credit ... (3 pages)View decision -
Decision Reference DRN6771782
23 Aug 2018 NewDay Ltd UpheldBanking and creditMrs D is unhappy because she says that NewDay Ltd has lent money to her irresponsibly. backgroundMrs D took out a credit card in 2011. She was initially given a credit limit of £1000 but that’s now increased to £6500. She says that she was living off her state pen... (2 pages)View decision -
Decision Reference DRN-5686682
31 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5686682 The complaint Ms M complains NewDay Ltd trading as Fluid (NewDay) failed to carry out sufficient financial checks before it approved a credit card account for her. What happened Ms M says in May 2018 NewDay approved a credit card account for her with a credit limit of £600. ... (3 pages)View decision -
Decision Reference DRN-1790472
19 May 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1790472 The complaintMr T complains that NewDay Ltd (trading as Aqua) lent irresponsibly when it approved his credit card application and when it increased his credit limit. He also complains that NewDay didn't do enough to help him when he told them he was in financial difficulti... (3 pages)View decision -
Decision Reference DRN-3559574
24 Jun 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3559574 The complaint Miss P complains that NewDay Ltd trading as Aqua have irresponsibly lent to her. Miss P 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 Mis... (3 pages)View decision -
Decision Reference DRN-5145058
25 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5145058 The complaint Miss R complains that NewDay Ltd trading as Aqua (‘NewDay’) lent to her irresponsibly when they provided her with a credit card and later credit limit increases (‘CLIs’). She said NewDay didn’t check that she could repay the balance sustainably. Miss R brought... (4 pages)View decision -
Decision Reference DRN-5691390
11 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5691390 The complaint Mr B complains NewDay Ltd trading as Aqua (NewDay) failed to carry out sufficient financial checks before it approved a credit card account for him. What happened Mr B says NewDay approved a credit card account for him in January 2021 with a credit limit of £90... (3 pages)View decision
