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 2527 results
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Decision Reference DRN-5786879
17 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5786879 The complaint With the help of a professional representative (PR), Mr S complains that NewDay Ltd trading as Aqua lent to him irresponsibly. For ease, I’ll refer to the actions of the PR as being those of Mr S. What happened Mr S applied for and received a credit card with N... (4 pages)View decision -
Decision Reference DRN-5583268
17 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5583268 The complaint NewDay Ltd trading as Aqua increased his credit limit from £2,100 to £3,600. Mr B says the increased credit limit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The fac... (2 pages)View decision -
Decision Reference DRN-5888790
16 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5888790 The complaint Mr F complains that NewDay Ltd lent irresponsibly when it approved three credit card applications he made and increased the limit on all the accounts. What happened The background to this complaint and my initial conclusions were set out in a provisional decis... (5 pages)View decision -
Decision Reference DRN-5887696
16 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5887696 The complaint Mr P complains that NewDay Ltd (NewDay) has treated him unfairly in relation to its obligations with regard to payments made using his credit card, and the handling of his account. What happened Mr P made a number of transactions using his credit card in Septem... (5 pages)View decision -
Decision Reference DRN-5763669
16 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5763669 The complaint Mr S complains NewDay Ltd trading as Fluid (“NewDay”) hasn’t done enough to help get a refund for a transaction made on his credit card. What happened In February 2025, Mr S paid a merchant which I’ll call “F” for access to its demo trading platform, via his N... (4 pages)View decision -
Decision Reference DRN-5772855
16 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5772855 The complaint Mr R complains NewDay Ltd irresponsibly provided him with a credit card. What happened NewDay provided Mr R with a credit card under its Marbles brand in April 2024. The original limit provided was for £1,200 which was increased to £1,700 in July 2024. Mr R co... (5 pages)View decision -
Decision Reference DRN-5850229
16 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5850229 The complaint Mr A says NewDay Ltd trading as Marbles (‘NewDay’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a credit card. And NewDay shouldn’t have increased the limits on the card. Mr A’s compl... (4 pages)View decision -
Decision Reference DRN-5807894
15 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5807894 The complaint Mr B complains that NewDay Ltd (“NewDay”) wrongfully changed the interest rate on a credit card he held with them. What happened Mr B held a credit card account with NewDay since October 2022. In June 2023, NewDay wrote to Mr B and said: “Due to the changing... (3 pages)View decision -
Decision Reference DRN-5812755
13 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5812755 The complaint Ms S complains that NewDay Ltd have irresponsibly lent to her. Ms S is represented by a Claims Management Company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Ms S herself. What h... (5 pages)View decision -
Decision Reference DRN-5771225
10 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5771225 The complaint Mrs M complains that NewDay Ltd trading as Aqua irresponsibly lent to her. Mrs M is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mrs M h... (5 pages)View decision