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 2113 results
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Decision Reference DRN-3614638
29 Jul 2022 NewDay Ltd UpheldConsumer CreditDRN-3614638 Complaint Ms C has complained that NewDay Ltd (trading as “Marbles”) irresponsibly provided her with an unaffordable credit card and loan. She’s said she’d already had difficulty repaying what she owed and shouldn’t have been lent to. Background Ms C was provided with a Marbles... (5 pages)View decision -
Decision Reference DRN-2895599
10 Dec 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2895599 The complaint Miss M complains that NewDay Ltd trading as Aqua (Aqua) repeatedly increased the credit limit on her credit card to an unaffordable level. What happened Miss M opened a credit card with Aqua on 19 June 2012. Miss M’s credit limit was increased in October 2012, Feb... (5 pages)View decision -
Decision Reference DRN-4979388
24 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4979388 The complaint Mr W complains that NewDay Ltd trading as Marbles provided him with poor customer service on multiple occasions. What happened Mr W had previously brought a complaint to our service which was found in his favour. He says since then he’s had a lack of service fr... (4 pages)View decision -
Decision Reference DRN-5203629
7 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5203629 The complaint Mrs O complains that NewDay Ltd trading as Aqua irresponsibly lent to her. Mrs O 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 Mrs O herself. Wh... (5 pages)View decision -
Decision Reference DRN-2499013
19 Feb 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2499013 The complaint Your text here Ms M says her credit card account with NewDay Ltd trading as Aqua (“Aqua”) was cleared by debt consolidation in early July 2020. She says that her direct debit was also taken which resulted in an overpayment but Aqua refused to refund the money back... (4 pages)View decision -
Decision Reference DRN-4727511
1 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4727511 The complaint Mr H complains that NewDay Ltd trading as John Lewis Partnership Card (“JLP”) declined his credit application. What happened In September 2022 Mr W made two applications for a JLP credit card. The first application was made on 13 September 2022 and the second appl... (2 pages)View decision -
Decision Reference DRN-5112961
17 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5112961 The complaint Miss J complains NewDay Ltd trading as Aqua irresponsibly lent to her. Miss J 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 Miss J her... (2 pages)View decision -
Decision Reference DRN-5173531
13 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5173531 The complaint Mr S has complained that NewDay Ltd trading as Aquacard lent to him irresponsibly. What happened In 2022, Aquacard gave Mr J a credit card with a limit of £900. It increased his credit limit in March 2023 to £1,500 and in July 2023 to £2,750. Mr J considers tha... (3 pages)View decision -
Decision Reference DRN-5396151
13 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5396151 The complaint Mr J complains that NewDay Ltd trading as Aqua 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 decisio... (4 pages)View decision -
Decision Reference DRN-1097567
12 May 2020 NewDay Ltd UpheldBanking and PaymentsDRN-1097567The complaintMr W complains that NewDay Ltd (trading as Aqua) irresponsibly lent to him. What happenedMr W applied for a credit card with Aqua in 2014. Based on the information he provided, Aqua accepted his application and opened his account on 11 August 2014. Aqua initially ... (4 pages)View decision
