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-5447066
1 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5447066 The complaint Mrs F complains that NewDay Ltd trading as Fluid (‘NewDay’) increased the interest rate on her credit card account twice and didn’t give a valid reason for doing so. Mrs F’s also unhappy that NewDay didn’t engage with her concerns when she sent them letters by... (5 pages)View decision -
Decision Reference DRN-5446134
1 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5446134 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr B applied for an Aqua credit card in November 2016. In his application, Mr B said he was emplo... (3 pages)View decision -
Decision Reference DRN-5158062
31 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5158062 The complaint Ms D complains about NewDay Ltd trading as Aqua’s actions when she fell into arrears on her credit card account. What happened In October 2023, Ms D agreed to a no fee arrangement when her account fell into arrears. She was requi... (3 pages)View decision -
Decision Reference DRN-5345507
31 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5345507 The complaint Mr G complains that NewDay Ltd lent to him irresponsibly. What happened NewDay provided Mr G with a credit card account in November 2021. Initially, his credit limit was set at £450; Mr G’s credit limit was then increased four times in the years that followed... (5 pages)View decision -
Decision Reference DRN-5405968
31 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5405968 The complaint Mr I complains that Newday Ltd (trading as Marbles) failed to refund him for transactions which he didn’t recognise. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the ke... (4 pages)View decision -
Decision Reference DRN-5348500
28 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5348500 The complaint Mr G complains that NewDay Ltd trading as Fluid declined a transaction on his credit card account. He’s also unhappy with the service provided. What happened In October 2024, Mr G says he attempted to make a payment for a parking ticket, but it ... (2 pages)View decision -
Decision Reference DRN-5434888
28 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5434888 The complaint Miss H has complained that NewDay Ltd trading as Aqua acted irresponsibly when it gave her a credit card ending 5303 in May 2024. Miss H argues that the credit is unaffordable and that NewDay failed to take her financial circumstances into account before it off... (3 pages)View decision -
Decision Reference DRN-5378305
28 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5378305 The complaint Mr B complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr B is represented by a solicitors firm 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 B himself. What ... (5 pages)View decision -
Decision Reference DRN-5303170
27 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5303170 The complaint Mr C complains NewDay Ltd trading as Aqua (“NewDay”) lent to him irresponsibly. Mr C’s complaint has been brought to our service via a representative, but for ease of reference I’ll refer to him throughout. What happened In April 2016 Mr C applied for a credi... (3 pages)View decision -
Decision Reference DRN-5359520
27 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5359520 The complaint Mrs K complains that NewDay Ltd lent irresponsibly when it approved two credit card applications she made and increased the credit limits. What happened Mrs K applied for a Marbles credit card with NewDay in April 2021. In her application Mrs K said she was em... (4 pages)View decision