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-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-5659523
10 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5659523 The complaint Ms M complains that NewDay Ltd trading as Marbles irresponsibly lent to her. What happened Ms M was approved for a Marbles credit card in July 2021 with a £250 credit limit. The credit limit was increased to £1,250 in April 2022, and it was increased for a fina... (4 pages)View decision -
Decision Reference DRN-6089410
12 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6089410 The complaint Ms O complains NewDay Ltd trading as Aqua unfairly terminated her credit card account. What happened Ms O held a credit card account with Aqua. In September 2025, Ms O contacted Aqua as her circumstances had changed, meaning she wasn’t able to maintain her con... (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-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 DRN1475226
30 Mar 2019 NewDay Ltd Not upheldBanking and creditMrs K complains that NewDay Ltd (trading as Aqua) lent irresponsibly when it approved her credit card application and went on to increase her credit limit. backgroundMrs K applied for an Aqua credit card which was approved in November 2011 and had a £400 credit limit. ... (3 pages)View decision -
Decision Reference DRN-3254079
19 Jan 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3254079 The complaint Mr D complains that NewDay Ltd trading as Aqua have irresponsibly lent to him. Mr D 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 D hi... (3 pages)View decision -
Decision Reference DRN-6121578
4 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6121578 The complaint Miss A complains Clydesdale Bank Plc trading as Virgin Money (Virgin Money) didn’t sufficiently check she could sustain the repayments for a revolving credit facility. What happened Around March 2025 Miss A made an on-line application for a revolving credit fac... (3 pages)View decision -
Decision Reference DRN-5622318
17 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5622318 The complaint Mr O 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 O applied for an Aqua credit card in February 2018. In his application, Mr O said he was emplo... (3 pages)View decision -
Decision Reference DRN-5506180
26 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5506180 The complaint Mrs M complains that NewDay Ltd trading as Pulse irresponsibly lent to her. Mrs M 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 Mrs M ... (3 pages)View decision