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 2651 results
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Decision Reference DRN-5588312
23 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5588312 The complaint Miss W believes NewDay Ltd trading as Fluid (‘NewDay’) acted irresponsibly when it approved her credit card application. What happened In August 2021 Miss W applied and was accepted for a credit card with NewDay. This application was approved with a credit lim... (7 pages)View decision -
Decision Reference DRN-5885347
23 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5885347 The complaint Miss S complains that NewDay Ltd, trading as Marbles, lent to her irresponsibly. What happened Miss S held a credit card with NewDay; I’ve set out the lending history below: Date Event Limit (£) 1 August 2021 Account opened £25012 August 2022 Credit Limit Inc... (4 pages)View decision -
Decision Reference DRN-5882049
23 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5882049 The complaint Mr W 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. He says that if NewDay had made better checks it would have seen that he ... (3 pages)View decision -
Decision Reference DRN-5901577
23 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5901577 The complaint Ms G complains that NewDay Ltd has blocked the use of her credit facility on two separate occasions, which has caused her a loss. What happened Ms G says she has a rewards card, so when she uses the card for certain transactions, she receives rewards. Ms G sa... (3 pages)View decision -
Decision Reference DRN-5888901
22 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5888901 The complaint Miss M complains about the way NewDay Ltd trading as Marbles has handled her account whilst she’s been in a paydown plan. What happened Miss M holds a credit card account with NewDay. In June 2024 Miss M went onto a paydown plan with instalments of £12.25 per m... (2 pages)View decision -
Decision Reference DRN-5883650
22 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5883650 The complaint Miss I is unhappy that NewDay Ltd failed to follow an agreed enhanced security process on occasions when they contacted her. What happened The complaint circumstances are well known to both parties, so I don’t intend to list this chronologically and in detail.... (3 pages)View decision -
Decision Reference DRN-5676632
22 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5676632 The complaint Mr R complains that NewDay Ltd trading as Aqua (“Aqua”) was irresponsible in increasing his credit card limit, as it was unaffordable for him. What happened Mr R opened a credit card with Aqua in July 2021. The initial credit limit was £450. The credit limit w... (5 pages)View decision -
Decision Reference DRN-5898569
22 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5898569 The complaint Mr R complains that NewDay Ltd trading as Fluid irresponsibly lent to him. Mr R 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 R him... (4 pages)View decision -
Decision Reference DRN-5759838
22 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5759838 The complaint Ms K complains that NewDay Ltd trading as Aquacard lent to her irresponsibly. What happened In February 2018, Ms K applied for – and was given – a credit card with NewDay. An Initial credit limit of £450 was agreed. Since then, her limit was amended as follows:... (5 pages)View decision -
Decision Reference DRN-5846886
21 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5846886 The complaint Mr B complains that NewDay Ltd performed soft searches on his credit file without his permission. What happened Mr B discovered that NewDay had carried out soft searches on his credit file in May 2025. He was also concerned that the searches had been carried ou... (2 pages)View decision