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-5748681
2 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5748681 The complaint Mr B is unhappy that a debt he owed under a credit card provided by NewDay Ltd trading as Aqua was sold to a third-party debt collection agency ‘(DCA’). What happened Mr B opened a credit card account with Aqua on 21 May 2019. In 2021, Mr B advised Aqua of a c... (3 pages)View decision -
Decision Reference DRN-5761786
2 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5761786 The complaint Ms B complains NewDay Ltd trading as Marbles (NewDay) failed to carry out sufficient affordability checks before it approved a credit card account for her. What happened Ms B says NewDay approved a credit card account for her in February 2021 with a credit limi... (3 pages)View decision -
Decision Reference DRN-5684157
2 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5684157 The complaint Mr S complains NewDay Ltd trading as Fluid (NewDay) failed to carry out suitable financial checks before it approved a credit card account for him. What happened Mr S says NewDay approved a credit card account for him in February 2024 with a credit limit of £2,... (3 pages)View decision -
Decision Reference DRN-5501223
2 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5501223 The complaint Miss S complains that NewDay Ltd irresponsibly lent to her. What happened Miss S was approved for a branded NewDay credit card (which I will refer to as A in this decision) in August 2021, with a £900 credit limit. Miss S was approved for another branded NewDay... (3 pages)View decision -
Decision Reference DRN-5760401
1 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5760401 The complaint Mr D complains that NewDay Ltd trading as Marbles failed to properly pursue his chargeback and rejected his claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened In February 2023 Mr D purchased a mobile phone with a stylus for £275. He has tol... (3 pages)View decision -
Decision Reference DRN-5786173
1 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5786173 The complaint Mr M complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr 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 Mr M hims... (5 pages)View decision -
Decision Reference DRN-5667173
29 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5667173 The complaint Mr N complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application. What happened Mr N applied for an Aqua credit card in February 2020. In his application, Mr N said he was earning £23,000 a year that Aqua calculate... (2 pages)View decision -
Decision Reference DRN-5627712
29 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5627712 The complaint Miss H complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss H applied for an Aqua credit card in February 2019. In her application, Miss H said she wa... (3 pages)View decision -
Decision Reference DRN-5737853
29 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5737853 The complaint Mrs D is unhappy that NewDay Ltd, trading as Aqua, didn’t inform her of changes they made to how they processed received payments. What happened On 7 February 2024, Mrs D made a payment of £2,356.51 to her NewDay account. Mrs D was expecting this amount to be r... (3 pages)View decision -
Decision Reference DRN-5574660
29 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5574660 The complaint Mr H complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application. What happened Mr H applied for an Aqua credit card in January 2021. In his application, Mr H said he was earning £22,500 that Aqua calculated left h... (2 pages)View decision