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-3747450
12 Oct 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3747450 The complaint Ms W complains that NewDay Ltd trading as Aqua irresponsibly allowed her to open a credit card account which was unaffordable. What happened Ms W says she opened the Aqua credit card account in November 2017. She says at the time she had taken out a number of payd... (2 pages)View decision -
Decision Reference DRN-3732627
31 Oct 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3732627 The complaint Mr C complains that Newday Ltd (trading as Aqua) added multiple charges to his credit card account even though he’d made the required payments, and its customer service was very poor. What happened Mr C says that Aqua took a direct debit from his account after he’... (3 pages)View decision -
Decision Reference DRN-5754240
18 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5754240 The complaint Mr M complains that NewDay Ltd trading as Aqua irresponsibly lent to him. What happened Mr M was approved for an Aqua credit card in November 2023, with a £1,200 credit limit. The credit limit was increased a further four times, in April 2024 (£2,200), August 2... (3 pages)View decision -
Decision Reference DRN-4197855
6 Jul 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4197855 The complaint Mr B complains that NewDay Ltd trading as Marbles Card lent to him irresponsibly. What happened In April 2019 Mr B applied for a credit card. Marbles approved the application and gave Mr B a card with an initial credit limit of £1200. The credit limit was increase... (3 pages)View decision -
Decision Reference DRN-1975148
17 Feb 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-1975148 The complaint Mr M complains that NewDay Ltd trading as Marbles Card irresponsibly allowed him to open a credit card account that was unaffordable. What happened Mr M says he opened the Marbles account in 2015 and at that time was in significant debt. He says that ought to have... (2 pages)View decision -
Decision Reference DRN-2748091
20 Apr 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2748091 The complaint Mr V complains that NewDay Ltd trading as Aqua irresponsibly lent to him and the lending was unaffordable. What happened Mr V says he took out an Aqua credit card account but Aqua didn’t check his finances which would have shown his financial difficulties. He says... (2 pages)View decision -
Decision Reference DRN-1245189
23 Apr 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1245189 The complaintMiss N complains that NewDay Ltd trading as Debenhams reduced her credit limit and cancelled her direct debit before passing her account to a debt recovery department. What happenedMiss N says she had a direct debit in place to pay her Debenhams credit card account... (2 pages)View decision -
Decision Reference DRN-5951469
2 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5951469 The complaint Mr A complains that NewDay Ltd trading as Aquacard unfairly refuses to refund him money he says he lost in a scam. What happened The circumstances surrounding this complaint are well known to both parties, so I haven’t repeated them in detail here. Instead, I’v... (2 pages)View decision -
Decision Reference DRN-3600145
20 Dec 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3600145 Complaint Miss S has complained that NewDay Ltd (trading as “Aqua”) charged her even more interest on her credit card despite being on a repayment plan as a result of being in persistent debt. Background In September 2018, Aqua wrote to Miss S to let her know that over the prev... (5 pages)View decision -
Decision Reference DRN-5561502
21 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5561502 The complaint Miss K complains that NewDay Ltd trading as Marbles irresponsibly lent to her. What happened Miss K was approved for a Marbles credit card in May 2024 with a £900 credit limit. Miss K says this was irresponsibly lent to her. Miss K made a complaint to Marbles. ... (2 pages)View decision