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
-
Decision Reference DRN-6121561
23 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6121561 The complaint Mr M complains that NewDay Ltd lent to him irresponsibly. What happened Mr M held two credit cards with NewDay; he opened a “Marbles” branded account in October 2020 and was given an initial credit limit of £600. That limit was increased once, in November 2023... (4 pages)View decision -
Decision Reference DRN-6173859
23 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6173859 The complaint Mr B complains that NewDay (trading both as Aqua and Fluid) lent to him irresponsibly and that the credit provided was unaffordable. Mr B further complains that NewDay closed both of his accounts unnecessarily; did not give him a repayment plan for the closed a... (5 pages)View decision -
Decision Reference DRN-6172184
23 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6172184 The complaint Miss R complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved her credit card application and later increased the limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision.... (4 pages)View decision -
Decision Reference DRN-6132870
23 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6132870 Complaint Mr M has complained about a credit card NewDay Ltd (trading as “Aqua”) provided to him. He says the credit card should not have been provided to him as it was unaffordable and caused difficulty. Background Aqua provided Mr M with a credit card with a limit of £1,2... (3 pages)View decision -
Decision Reference DRN-6171041
21 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6171041 The complaint Miss M complains that NewDay Ltd, trading as Aqua, acted irresponsibly when they gave her a credit card and then soon increased the amount she could borrow. What happened The detailed background to this complaint is well known to both parties. So, I’ll only pr... (6 pages)View decision -
Decision Reference DRN-6080573
20 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6080573 The complaint Mrs D complains that NewDay Ltd lent to her irresponsibly. In bringing her complaint, Mrs D is assisted by a professional representative; for ease, though, I’ll refer to all acts as being those of Mrs D. What happened Mrs D was provided a “Debenhams” and a “T... (4 pages)View decision -
Decision Reference DRN-6134988
20 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6134988 The complaint Miss B is unhappy about gambling transactions that took place on her credit card account held with NewDay Ltd trading as Fluid. What happened Miss B has explained that she was off work from January 2024 and began receiving treatment which required regular stay... (4 pages)View decision -
Decision Reference DRN-6035019
19 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6035019 The complaint Mr S complains about how NewDay Ltd trading as Aqua (“Aqua”) handled a claim about a hotel booking made using his credit card. What happened In July 2025, Mr S used his Aqua credit card to pay for a hotel booking for a guest and her child. The cost of the booki... (3 pages)View decision -
Decision Reference DRN-6063543
19 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6063543 The complaint Ms N complains that NewDay Ltd, trading as Aqua, lent to her irresponsibly. What happened Ms N holds a credit card with NewDay; she opened it in June 2021 and was given an initial credit limit of £600. The credit limit was increased once, in December 2021, to ... (3 pages)View decision -
Decision Reference DRN-6016270
18 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6016270 The complaint Mr O complains that NewDay Ltd, trading as Aqua, lent to him irresponsibly. What happened In September 2020, NewDay provided Mr O with a credit card. It had an initial opening limit of £300; that limit was increased several times over the years, as follows: •... (3 pages)View decision