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
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Decision Reference DRN-4450134
16 Feb 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4450134 The complaint Mr H complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened In February 2017, Mr H applied for a credit card with Marbles. In his application, Mr H said he wa... (3 pages)View decision -
Decision Reference DRN-5818096
16 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5818096 The complaint Mr W complains that NewDay Ltd trading as Aqua have irresponsibly lent to him. What happened Mr W was approved for an Aqua credit card in June 2022 with a £600 credit limit. I have detailed the credit limit changes below: October 2022£600 to £1,450 February 202... (4 pages)View decision -
Decision Reference DRN-5894012
4 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5894012 The complaint Mr J complains that his credit card account he held with NewDay Ltd trading as Aqua (“Aqua”) was incorrectly sold to a third-party debt collection agency. What happened Mr J held a credit card account with Aqua, which was opened in July 2018. Mr J said he was ... (3 pages)View decision -
Decision Reference DRN-5382219
28 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5382219 The complaint Mr Z complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr Z 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 Z hims... (4 pages)View decision -
Decision Reference DRN2212534
15 Aug 2014 NewDay Ltd UpheldPayment protection insurance (PPI)This complaint relates to the sale of a monthly premium Payment Protection Insurance (“PPI”) policy sold together with a credit card in 1997. Mr N complains that NewDay Ltd, trading as “People’s Bank” mis–sold him the policy. backgroundThe policy was designed to provide cover in the eve... (3 pages)View decision -
Decision Reference DRN-3158954
12 Nov 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3158954 The complaint Mr S complains that NewDay Ltd trading as Aqua lent irresponsibly when it increased the credit limit on his credit card and approved a loan. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: ... (4 pages)View decision -
Decision Reference DRN-2426219
22 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2426219 The complaint Ms P is unhappy that NewDay Ltd trading as Aqua (Aqua) provided her with a credit card and increased the limit. She says they lent to her irresponsibly. What happened Ms P opened a credit account with Aqua in December 2012 with an initial credit limit of £250. The... (4 pages)View decision -
Decision Reference DRN-4605321
9 Sep 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4605321 The complaint Miss L complains that NewDay Ltd, trading as Aqua, won’t refund her for a package holiday. What happened In May 2023 Miss L used her NewDay Ltd, trading as Aqua, (‘Aqua’ for short) credit card to pay for a package holiday for her and a... (4 pages)View decision -
Decision Reference DRN-5590230
29 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5590230 The complaint Mr H complains that NewDay Ltd trading as Marbles irresponsibly lent to him. Mr H 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 H h... (4 pages)View decision -
Decision Reference DRN-4946679
2 Sep 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4946679 The complaint Miss H complains that NewDay Ltd trading as Aqua have irresponsibly lent to her. Miss H 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 ... (4 pages)View decision