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-4901088
10 Jul 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4901088 The complaint Mrs L is complaining about NewDay Ltd trading as BIP because she says it lent irresponsibly by providing her a credit card she couldn’t afford and going on to increase the limit several times. What happened In September 2021, following her application, NewDay gave... (5 pages)View decision -
Decision Reference DRN-3116150
22 Oct 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3116150 The complaint Miss T complains that NewDay Ltd lent to her irresponsibly. What happened Miss T complained about the card that NewDay opened for her in 2016. She told us she was in a seriously bad financial situation then with a poor credit rating, multiple payday loans, one aft... (5 pages)View decision -
Decision Reference DRN-3158954
12 Nov 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3158954 The complaint Mr S complains that NewDay Ltd trading as Aqua lent irresponsibly when it increased the credit limit on his credit card and approved a loan. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: ... (4 pages)View decision -
Decision Reference DRN-3403504
18 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3403504 The complaint Mrs H is unhappy that NewDay Ltd, trading as Aqua, provided new and further credit to her which wasn’t affordable for her at that time. What happened Mrs H applied for a NewDay administer credit account in October 2018. Her application was approved, and NewDay iss... (5 pages)View decision -
Decision Reference DRN-5748996
12 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5748996 Complaint Miss B has complained about a credit card and the subsequent credit limit increases NewDay Ltd (trading as “Aqua”) provided to her. She says that the credit card and the limit increases were unaffordable for her and left her financially disadvantaged. Background A... (5 pages)View decision -
Decision Reference DRN-3856225
12 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3856225 The complaint Mrs F complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and went on to increase the credit limit. What happened In 2016 Mrs F applied for an Aqua credit card. In the application, Mrs F said she was employed e... (3 pages)View decision -
Decision Reference DRN-2221823
30 Sep 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2221823 The complaint Mrs B complains NewDay Ltd (trading as Aqua) lent to her irresponsibly. She’s unhappy about the level of interest she’s been charged and that she wasn’t issued a new card when her old one expired. She’s also unhappy with the way NewDay responded when she said she ... (6 pages)View decision -
Decision Reference DRN-5146840
5 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5146840 The complaint Miss M complains NewDay Ltd trading as Aqua irresponsibly lent to her. Miss M is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss M herself. What... (3 pages)View decision -
Decision Reference DRN-3381789
19 Apr 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3381789 The complaint Mr P is unhappy that NewDay Ltd, trading as Aqua, approved him for increasing amounts of credit, all of which he feels were unaffordable for him at those times. What happened Mr P had a NewDay credit account with a credit limit of £600. In August 2016, NewDay incr... (7 pages)View decision -
Decision Reference DRN1339430
25 Oct 2018 NewDay Ltd Not upheldBanking and creditMr L complains that NewDay Ltd lent him money irresponsibly when it increased his credit limit at a time when he was experiencing financial difficulties. backgroundMr L held a credit card account with NewDay (“Aqua”). In November 2013and July 2014, the credit limit on ... (2 pages)View decision