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 2568 results
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Decision Reference DRN-4104683
9 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4104683 The complaint Mrs C complains that NewDay Ltd trading as Aqua (Aqua) lent to her irresponsibly. What happened Mrs C applied for a credit card from Aqua in April 2016 and it was agreed with a limit of £300. There were subsequent increases in the limit as shown: Date Limit April... (4 pages)View decision -
Decision Reference DRN-4393472
17 Nov 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4393472 Complaint Mr R has complained about a credit card and subsequent credit limit increases NewDay Ltd (trading as “Marbles”) provided to him. He says the credit card was unaffordable and shouldn’t have been provided. Background Marbles provided Mr R with a credit card with an init... (4 pages)View decision -
Decision Reference DRN-3182518
21 Dec 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3182518 The complaint Miss A complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved a credit card with a £250 limit. What happened Miss A applied for an Aqua credit card in July 2015. Miss A told Aqua she was employed with an income of £34,000 and lived with fam... (2 pages)View decision -
Decision Reference DRN-3874139
12 Jan 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3874139 The complaint Ms L complains that NewDay Ltd trading as Aqua treated her unfairly when her credit card was in arrears. What happened Ms L has told us she contacted Aqua in November 2021 after losing her job. Ms L has explained she was told Aqua would call her back but no contac... (2 pages)View decision -
Decision Reference DRN-1863457
28 Jul 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1863457 The complaintMiss K complains that NewDay Ltd trading as Aqua hasn't offered her any help whilst in financial difficulties. What happenedMiss K says she is in financial difficulties and asked Aqua on a number of occasions for help. She says she has tried to contact Aqua to... (2 pages)View decision -
Decision Reference DRN0269562
30 May 2019 NewDay Ltd Not upheldBanking and creditMr S complains that NewDay Ltd (trading as Marbles) reduced the credit limit on his credit card without telling him first. Mr S says he needed to pay for car repairs and Marbles’ decision left him in a difficult situation. backgroundMr S has a Marbles credit card and... (2 pages)View decision -
Decision Reference DRN7970089
24 Feb 2020 NewDay Cards Ltd Not upheldBanking and creditMiss M has complained that NewDay Cards Ltd, or ‘Aqua’ as they’re also known, didn’t allow her request for a permanent ‘chargeback’ of around £150 to her credit card. backgroundMiss M bought goods via eBay and paid for them via PayPal through her Aqua credit card. When Miss M received the ... (2 pages)View decision -
Decision Reference DRN-4943271
8 Aug 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4943271 The complaint Ms W complains that NewDay Ltd trading as Marbles have irresponsibly lent to her. What happened Ms W was approved for a Marbles credit card in February 2022 with a £450 credit limit. Ms W says Marbles shouldn’t have accepted her application due to the defaults ... (2 pages)View decision -
Decision Reference DRN-3011570
15 Sep 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3011570 The complaint Mrs F complains that NewDay Ltd trading as Debenhams unfairly registered a default on her credit file. What happened Mrs F says she left the United Kingdom (UK) in or around July 2018 and repaid her Debenhams credit card account. She says on her return to the UK s... (2 pages)View decision -
Decision Reference DRN-5571502
13 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5571502 The complaint Miss S complains that NewDay Ltd trading as Fluid irresponsibly lent to her. Miss S 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... (2 pages)View decision