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 2553 results
-
Decision Reference DRN-5840648
25 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5840648 The complaint Miss I complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved her credit card application and later increased her 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-5507995
1 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5507995 Complaint Mr K has complained about a credit card and subsequent limit increases which NewDay Ltd (trading as “Marbles”) provided to him. He says that the credit card and limit increases were unaffordable for him and so should never have been provided. Background NewDay pro... (5 pages)View decision -
Decision Reference DRN0244521
3 Nov 2017 NewDay Ltd Not upheldBanking and creditMrs C complains about the amount of interest she’s been charged by NewDay Ltd on her store card.backgroundMrs C complained to NDL about this matter. And, being unhappy with its response, she complained to this service. Our investigator thought Mrs C’s complaint sho... (2 pages)View decision -
Decision Reference DRN-4127073
12 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4127073 The complaint Mr C complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit on several occasions. What happened The background to this complaint and my initial conclusions were set out in my p... (4 pages)View decision -
Decision Reference DRN-5639420
3 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5639420 The complaint The estate of Mr H 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 late Mr H applied for an Aqua credit card in November 2012 and said he had an i... (4 pages)View decision -
Decision Reference DRN1642438
29 Apr 2019 NewDay Ltd UpheldBanking and creditMr G complains that NewDay Ltd (trading as Aqua) was irresponsible when it increased the credit limit on his credit card account. backgroundThe background to this complaint, and my initial conclusions, were set out in my provisional decision dated 29 March 2019 – a c... (6 pages)View decision -
Decision Reference DRN-2735564
6 Apr 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2735564 The complaint Ms M complains that NewDay Ltd trading as Aqua (Aqua) closed her Aqua credit card account. What happened Ms M had an Aqua card and a Marbles card. They were both provided by NewDay Ltd. In September 2018, Aqua sold the debt of £1545 on Ms M’s Marbles card to a deb... (4 pages)View decision -
Decision Reference DRN4832954
30 Jan 2017 NewDay Ltd UpheldBanking and creditMr A complains that NewDay Ltd, trading as Aqua, won’t refund the cost of goods he bought, using his Aqua credit card. He brings his complaint under section 75 of the Consumer Credit Act 1975.backgroundMr A purchased an amplifier, costing £1,600, using his credit ca... (2 pages)View decision -
Decision Reference DRN8767415
13 Apr 2015 NewDay Ltd UpheldBanking and creditMr M complains that NewDay Ltd allowed a company to take payments from his Opus credit card even though he’d specifically told it not to do so. He wants Opus to refund the money.backgroundMr M contacted his credit card provider (which later transferred its business to ... (2 pages)View decision -
Decision Reference DRN-4325902
20 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4325902 The complaint Mr M complains that he’s been charged late payment fees by NewDay Ltd trading as Marbles due to his direct debit not being taken as a result of a system error. He’s also unhappy that his account was defaulted and terminated. What happened Mr M opened a credit card... (2 pages)View decision