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 2165 results
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Decision Reference DRN-2944276
6 Aug 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2944276 The complaint Mrs W complains that NewDay Ltd trading as Marbles (Marbles) lent to her irresponsibly. What happened Mrs W had a Marbles card since 2003. Between 2013 and 2016, her limit was increased several times: In June 2017, her debt was sold to a debt collection agency. Mr... (4 pages)View decision -
Decision Reference DRN-5308942
3 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5308942 The complaint Mr B complains NewDay Ltd trading as Aqua irresponsibly lent to him. What happened Mr B was approved for an Aqua credit card in April 2022 with a £1,200 credit limit. The credit limit was increased to £1,700 in April 2023. Mr B says that the credit limit increa... (3 pages)View decision -
Decision Reference DRN-5548487
9 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5548487 The complaint In order to protect the consumer’s anonymity, I’ll refer to him as ‘X’ throughout this decision. X complains about the way that NewDay Ltd trading as Pulse (‘Pulse’) handled his credit card account. X is being represented. Any references to X will include submi... (3 pages)View decision -
Decision Reference DRN-5411244
9 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5411244 The complaint Mr R complains NewDay Ltd trading as Aqua irresponsibly lent to him. What happened Mr R was approved for an Aqua credit card, in April 2021 with a £450 credit limit. I have detailed the credit limit changes below: August 2021 £450 to £1,200 January 2022 £1,200 ... (4 pages)View decision -
Decision Reference DRN-5073371
25 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5073371 The complaint Mrs H complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Mrs H was approved for an Aqua credit card in May 2022 with an initial credit limit of £450. The credit limit was increased to £1,300 in November 2022. Mrs H says Aqua irre... (3 pages)View decision -
Decision Reference DRN-2443833
6 Jan 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2443833 The complaint Mr P complains that NewDay Ltd trading as Marbles defaulted his credit card and sold it to a third party even though he had agreed a payment arrangement. What happened The details of my initial conclusions are set out in my provisional decision. In my provisional ... (3 pages)View decision -
Decision Reference DRN-5118200
5 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5118200 The complaint Mrs M complains that NewDay Ltd (NDay) lent to her irresponsibly. What happened In October 2019, Mrs M applied for a credit card from NDay. It was agreed with a limit of £300. After that, NDay increased her limit as shown: Date Limit October 2019 – new account ... (4 pages)View decision -
Decision Reference DRN-5498058
29 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5498058 The complaint Mr M 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 M applied for a credit card with Aqua in December 2021. In his application, Mr M said he had a... (3 pages)View decision -
Decision Reference DRN-3168336
19 Nov 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3168336 The complaint Mr L complains that NewDay Ltd trading as Aqua have defaulted his account unfairly. What happened Mr L suffered financial difficulties. As a result of this he contacted Aqua in November 2019 to inform them of his personal circumstances. Aqua applied a hold to Mr L... (3 pages)View decision -
Decision Reference DRN-5222189
24 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5222189 The complaint Mr R complains that NewDay Ltd, trading as Pulse, was irresponsible in lending him a credit card account and in increasing the credit limit. What happened In January 2021 Pulse opened a credit card account for Mr R with a credit limit of £500. It then increased... (3 pages)View decision
