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-2828949
23 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2828949 The complaint Miss G complained that NewDay Ltd trading as Aqua (“Aqua”) should not have provided her with a credit card and then increased the credit limit, as it was not affordable for her. What happened Miss G applied for and was given a credit card with Aqua in May 2016, wi... (4 pages)View decision -
Decision Reference DRN-2643024
9 Mar 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2643024 The complaint Ms L complains that NewDay Ltd acted irresponsibly in giving her a credit card without carrying out the proper checks. What happened In June 2018 Ms L applied for a credit card using an online comparison web site. She gave her details including name, address and d... (3 pages)View decision -
Decision Reference DRN-2519109
19 Jan 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2519109 The complaint Mr S complains NewDay Ltd ( NewDay) trading as Aqua acted irresponsibly when they increased his credit card account limit. What happened Mr S had a credit card account with NewDay and on two occasions, within a period of seven months his credit card account limit ... (3 pages)View decision -
Decision Reference DRN-2811671
12 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2811671 The complaint Miss O complained that NewDay Ltd (trading as Aqua) acted irresponsibly when agreeing to provide her with a credit card. She says that they increased the account limit on five occasions, causing her financial problems. What happened Miss O applied to NewDay for a... (6 pages)View decision -
Decision Reference DRN-5534644
20 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5534644 The complaint Miss C complains NewDay Ltd trading as Fluid (NewDay) acted irresponsibly when it provided her with a credit card facility and subsequently increased the limits on that credit card account. What happened Miss C says in April 2022 NewDay approved a credit card a... (3 pages)View decision -
Decision Reference DRN-5629554
18 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5629554 The complaint Mr B complains NewDay Ltd trading as AO Finance (NewDay) failed to carry out sufficient financial checks before approving two finance accounts for him. What happened Mr B says NewDay approved two finance accounts for him in January 2020 (FA1) and December 2022 ... (3 pages)View decision -
Decision Reference DRN-3211219
12 Apr 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3211219 The complaint Miss S is unhappy that NewDay Ltd, trading as Aqua, provided credit to her which she feels was unaffordable for her. What happened In March 2017, Miss S applied for a credit account with NewDay. Her application was accepted, and NewDay issued Miss S with a credit ... (3 pages)View decision -
Decision Reference DRN-3458638
22 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3458638 The complaint Miss J’s complaint is about two credit cards that she says were irresponsibly lent by NewDay Ltd. What happened The details of this complaint are well known to both parties, and have been summarised by our investigator, so I won’t repeat them again here. The facts... (3 pages)View decision -
Decision Reference DRN-3602948
19 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3602948 The complaint Ms B complains that NewDay Ltd (“NewDay”) lent irresponsibly when they approved her credit card applications. Ms B is represented by a claims management company (“the CMC”). What happened In September 2016, Ms B applied to NewDay for a credit card. Her application... (4 pages)View decision -
Decision Reference DRN-4082340
2 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4082340 The complaint Miss H complains that NewDay Ltd irresponsibly provided her with two credit cards she couldn’t afford to repay. She’s also unhappy with the credit limit increases (CLIs) it subsequently applied to the accounts. What happened In February 2019 NewDay opened a Marble... (3 pages)View decision