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 2660 results
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Decision Reference DRN-6127079
26 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6127079 The complaint NewDay Ltd, trading as Marbles Card, provided Mr L with a credit card in 2023. It had a credit limit of £900. Mr L says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them he... (2 pages)View decision -
Decision Reference DRN-6059411
26 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6059411 The complaint Mr R complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly when issuing him a credit card and subsequently increasing the credit limit five times over a 33 month period. Mr R is represented by a professional third party, but to reduce compl... (5 pages)View decision -
Decision Reference DRN-6179398
26 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6179398 The complaint Mr R complains that NewDay Ltd irresponsibly lent to him. What happened Mr R was approved for a branded NewDay credit card in July 2018 (which I will refer to this as A in this decision), with a £450 credit limit. The credit limit on A was increased to £1,700 i... (4 pages)View decision -
Decision Reference DRN-6068477
26 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6068477 The complaint Mr B complains that NewDay Ltd trading as Aqua (NewDay) lent to him irresponsibly by providing an Aqua account he couldn’t afford. What happened Mr B applied for and was granted an Aqua account as shown below: Date Event Credit Limit January 2024 Account Openi... (3 pages)View decision -
Decision Reference DRN-6142492
26 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6142492 The complaint Mr P complains that NewDay Ltd lent to him irresponsibly by making inadequate affordability checks and granting him an Aqua credit card he couldn’t afford. What happened Mr P applied for and was granted the following Aqua credit card by NewDay as shown below: D... (3 pages)View decision -
Decision Reference DRN-5798498
25 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5798498 The complaint Mr Z complains that Nationwide irresponsibly lent to him. What happened In March 2021 Mr Z applied for a credit card with NewDay Ltd trading as Aqua (Aqua). Aqua granted the credit and the below credit limit increases (CLI), and one decrease, occurred over the ... (4 pages)View decision -
Decision Reference DRN-6142922
25 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6142922 The complaint Miss H complains about the information given to her about a repayment plan, for her credit card account with NewDay Ltd trading as Marbles. What happened In July 2020, Miss H was given a payment holiday by Marbles for a credit card account she had with them. Th... (4 pages)View decision -
Decision Reference DRN-6154876
25 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6154876 The complaint Mr P complains that NewDay Ltd trading as Aqua didn’t properly pursue a chargeback request. What happened Mr P was charged £261.11 by a major hotel group for a stay which he says he hadn’t booked. He had stayed at another hotel in the same chain and had paid fo... (2 pages)View decision -
Decision Reference DRN-6048349
24 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6048349 The complaint Miss B complains that NewDay Ltd irresponsibly lent to her. What happened Miss B was approved for a branded NewDay credit card in April 2018, with a £500 credit limit. The credit limit was increased five times, in May 2021 (to £1,500), October 2021 (to £3,000),... (5 pages)View decision -
Decision Reference DRN-6125156
24 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6125156 The complaint Ms T complains that NewDay Ltd trading as AO Finance (AO) lent irresponsibly when it approved her credit card application. What happened Ms T applied for an AO credit card in December 2019. In her application, Ms T gave an annual income of £15,000 that AO calc... (3 pages)View decision