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 1089 results
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Decision Reference DRN-5736873
5 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5736873 The complaint Mrs K complaints that NewDay Ltd trading as Aqua gave her a credit card and limit increase which she couldn’t afford to repay. What happened In June 2021 Aqua gave Mrs K a credit card with a £1,200 limit. In October 2021 Aqua increased the limit to £2,450. Mrs ... (4 pages)View decision -
Decision Reference DRN-5345507
31 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5345507 The complaint Mr G complains that NewDay Ltd lent to him irresponsibly. What happened NewDay provided Mr G with a credit card account in November 2021. Initially, his credit limit was set at £450; Mr G’s credit limit was then increased four times in the years that followed... (5 pages)View decision -
Decision Reference DRN8146397
23 Jun 2020 NewDay Ltd Not upheldBanking and creditMr D is unhappy that NewDay Ltd t/a Aqua increased his credit limit on his credit card account. He doesn’t think they carried out the appropriate checks before doing so and he thinks they’ve acted irresponsibly. backgroundMr D opened a credit card account with NewDay in January 2014 with a... (2 pages)View decision -
Decision Reference DRN-3700216
14 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3700216 The complaint Ms B complains that NewDay Ltd acted irresponsibly when they agreed to provide her with two credit card accounts and subsequently increased her credit limits. What happened Ms B applied to NewDay for a Marbles Classic branded credit card in March 2016. NewDay asse... (4 pages)View decision -
Decision Reference DRN-5058569
6 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5058569 Complaint Mr D has complained about a credit card NewDay Ltd (trading as “Aqua”) provided to him. He says the credit card as well as the limit increase should not have been provided to him as they were unaffordable. Background Aqua provided Mr D with a credit card with an ... (3 pages)View decision -
Decision Reference DRN-4719662
8 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4719662 The complaint Miss M complains that the credit card she had from NewDay Ltd was unaffordable to her. What happened Miss M was approved for a NewDay credit card in December 2019, and then a credit limit increase as follows: Date Credit Limit 18 Dec 2019 £500 6 Oct 2020 £1,250 Mi... (3 pages)View decision -
Decision Reference DRN-5601185
19 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5601185 The complaint Mr D complains that NewDay Ltd (NewDay) acted irresponsibly in agreeing to a credit card account and subsequent credit limit increases. In bringing his complaint Mr D is represented by a third party. For ease of reading I will only refer to Mr D in my decision.... (4 pages)View decision -
Decision Reference DRN-5584102
11 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5584102 The complaint Mr W complains Vanquis Bank Limited (“Vanquis”) lent him a credit card without an adequate assessment of whether or not he could afford the card. What happened In February 2019, Mr W applied for a credit card with Vanquis. The application was approved and he w... (4 pages)View decision -
Decision Reference DRN-5139730
12 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5139730 The complaint Mr M is complaining about NewDay Ltd because he says it lent irresponsibly by providing him with three separate credit cards and increasing the credit limit on each account. What happened Mr M opened the following credit card accounts with NewDay: Aqua – ope... (5 pages)View decision -
Decision Reference DRN-4235944
28 Sep 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4235944 The complaint Miss D complains that NewDay Ltd trading as Fluid irresponsibly gave her two credit cards she couldn’t afford to repay. What happened In July 2021, Miss D applied for a credit card with NewDay. She was given an initial credit limit of £1,200. The limit was increas... (3 pages)View decision