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 2509 results
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Decision Reference DRN-5318290
30 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5318290 The complaint Miss I complains NewDay Ltd trading as Marbles (NewDay) acted irresponsibly by failing to conduct proportionate checks prior to approving her for lending. She says had they done they would have seen she wasn’t in a position to handle additional credit. What hap... (6 pages)View decision -
Decision Reference DRN-5628703
30 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5628703 The complaint Mr C complains that NewDay Ltd trading as Marbles and Fluid (NewDay) acted irresponsibly when agreeing to open two credit card accounts, and to subsequent credit limit increases for one of the credit cards. What happened In July 2020 Mr C applied for a credit c... (4 pages)View decision -
Decision Reference DRN-5516350
27 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5516350 The complaint Miss L through her representative, complains that NewDay Limited, trading as Aqua (“NewDay”), lent to her irresponsibly when it approved a credit card for her in July 2020 and subsequently increased the credit limit twice. What happened Miss L took a card from... (5 pages)View decision -
Decision Reference DRN-5653997
27 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5653997 The complaint Mr P has argued that NewDay Ltd trading as Aqua gave him a credit card and subsequent limit increases, he couldn’t afford to repay. What happened In January 2014 NewDay agreed a credit card with an initial £100 limit. The limit was then increased on the followi... (6 pages)View decision -
Decision Reference DRN-5502435
27 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5502435 The complaint Mrs C complains NewDay Ltd (NewDay) failed to conduct proportionate checks prior to approving her for credit. Mrs C is represented in this complaint by a claims management company but, for ease, I’ll refer to Mrs C directly throughout my decision. What happened... (7 pages)View decision -
Decision Reference DRN-5654019
27 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5654019 The complaint Mr E complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional deci... (4 pages)View decision -
Decision Reference DRN-5455023
27 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5455023 Complaint Miss G has complained about a credit card NewDay Ltd (trading as “Aqua”) provided to her. She says the credit card was irresponsibly provided as it was unaffordable for her. Background Aqua provided Miss G with a credit card with a limit of £450 in October 2022. T... (3 pages)View decision -
Decision Reference DRN-5642981
27 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5642981 The complaint Mr A is unhappy NewDay Ltd, trading as John Lewis Partnership Credit (NewDay) did not agree to increase the limit on his credit card, and then didn’t explain to him the reason for their decision. What happened Mr A opened a credit card with NewDay in 2022 and ... (3 pages)View decision -
Decision Reference DRN-5648900
27 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5648900 The complaint Mr K complains, through his representative, that NewDay Ltd trading as Aqua (“NewDay”) gave him a credit card and increased the limit without carrying adequate affordability checks. What happened A summary of Mr K’s credit limits can be found below. Date Even... (4 pages)View decision -
Decision Reference DRN-5636074
26 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5636074 The complaint Mr I says NewDay Ltd trading as Aqua (‘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 this has led to him having a card that he cannot afford. And th... (3 pages)View decision