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-3136271
1 Nov 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3136271 The complaint Ms J complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. In my provisional decision I said: Ms... (3 pages)View decision -
Decision Reference DRN-5588215
23 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5588215 The complaint Miss J complains that NewDay Ltd, trading as Aqua, irresponsibly provided her with a credit card. Miss J is supported in bringing this matter by a representative. But, for ease, I’ll refer to actions and submissions as being those of Miss J throughout. What h... (3 pages)View decision -
Decision Reference DRN-4961072
21 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4961072 The complaint Miss D is being represented by solicitors. She’s complaining about NewDay Ltd trading as Aqua because she says it lent irresponsibly by providing her with a credit card she couldn’t afford and going on to increase the limit. What happened In June 2017, Miss D o... (4 pages)View decision -
Decision Reference DRN-2749514
28 Apr 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2749514 The complaint Ms R is unhappy that NewDay Ltd increased the credit limit on her account when such an increase was unaffordable for her. What happened In February 2019 Ms R opened a credit account with NewDay. The credit account had an initial credit limit of £450. Ms R has conf... (3 pages)View decision -
Decision Reference DRN-3729432
7 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3729432 The complaint Mrs B complains that NewDay Ltd trading as Fluid irresponsibly provided her with, and increased the limit on, a credit card that she couldn’t afford the repayments on. What happened NewDay provided Mrs B with a credit card and increased the limit as follows: Date ... (3 pages)View decision -
Decision Reference DRN-3713804
23 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3713804 The complaint Ms R complains NewDay Ltd (NewDay) increased the credit limit on her credit card account, despite having made them aware of her personal circumstances. What happened Ms R says she held two credit card accounts with NewDay. Ms R says she was struggling financially ... (4 pages)View decision -
Decision Reference DRN-3565518
28 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3565518 The complaint Mrs O complains that NewDay Ltd trading as Fluid Mastercard lent irresponsibly when it approved her credit card application and went on to increase the credit limit. What happened Mrs O applied for a Fluid credit card in March 2020. Mrs O’s application said she wa... (3 pages)View decision -
Decision Reference DRN-5854695
2 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5854695 Complaint Mr M has complained about a credit card and credit limit increases which NewDay Ltd (trading as “Aqua”) provided to him. He says that the credit card as well as the limit increases were irresponsibly provided as the credit was unaffordable for him. Background Aqua... (6 pages)View decision -
Decision Reference DRN-5173143
4 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5173143 The complaint Mr R complains that NewDay Ltd irresponsibly lent him money on a credit card. What happened Mr R applied for a credit card with NewDay in September 2019. NewDay offered him a card with an initial credit limit of £1,200. NewDay subsequently increased the credit ... (3 pages)View decision -
Decision Reference DRN5860093
7 Jan 2019 NewDay Ltd UpheldBanking and creditMiss G says NewDay Ltd (trading as Aqua) acted irresponsibly when they gave her a credit card in 2012 and kept increasing her credit limit. background Miss G applied for her credit card in August 2012 and the account was opened with a credit limit of £500. Over the ... (3 pages)View decision