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 2421 results
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Decision Reference DRN-3898725
16 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3898725 The complaint Mr L complains that NewDay Ltd unfairly registered a fraud marker against him. What happened Mr L became aware that NewDay had registered a fraud marker against him with an organisation called CIFAS, who are a fraud prevention agency. Mr L denies any involvement w... (4 pages)View decision -
Decision Reference DRN-4821174
28 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4821174 The complaint Mr B is complaining about NewDay Ltd because he says it lent irresponsibly when giving him two credit cards and then going on to increase the credit limits on both. What happened In February 2019, following his application, Mr B was given an Aqua credit card with ... (5 pages)View decision -
Decision Reference DRN-4085230
15 May 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4085230 The complaint Mr T has complained about how NewDay Ltd handled his request for money back. What happened Mr T says he made an online purchase of merchandise for £683.10 using his NewDay credit card on 5 July 2022. He tells us he reached what felt like a stalemate with the merch... (3 pages)View decision -
Decision Reference DRN-2426317
26 Jan 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2426317 The complaint Miss J complains she was unfairly charged fees on her credit card account by NewDay Ltd trading as Marbles Card (“NewDay”). She’s also unhappy NewDay ignored her complaint. What happened Around September 2019 Miss J says she paid her monthly payment on her credit ... (2 pages)View decision -
Decision Reference DRN1816665
23 Apr 2019 NewDay Ltd Not upheldBanking and creditMr E complains that NewDay Ltd unfairly charged late payment fees to his credit card account and then registered a default on his credit file. As a result his mortgage application was declined.Ref: DRN1816665 2 backgroundIn October 2017 Mr E took out a NewDay credit... (4 pages)View decision -
Decision Reference DRN-4895290
22 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4895290 The complaint Mr B complains that NewDay Ltd, trading as Aqua, irresponsibly provided him with a credit card account and credit limit increases (CLIs) that he couldn’t afford. What happened In August 2021, Mr B applied for, and obtained, a NewDay credit card account. The cre... (3 pages)View decision -
Decision Reference DRN-5786879
17 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5786879 The complaint With the help of a professional representative (PR), Mr S complains that NewDay Ltd trading as Aqua lent to him irresponsibly. For ease, I’ll refer to the actions of the PR as being those of Mr S. What happened Mr S applied for and received a credit card with N... (4 pages)View decision -
Decision Reference DRN-4404328
13 Nov 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4404328 The complaint Miss K says NewDay Ltd, trading as Marbles, irresponsibly lent to her. What happened Miss K applied for a credit card in June 2020. It was approved with a limit of £900. Miss K says NewDay should never have lent to her. She had lots of other debt and defaults. Als... (2 pages)View decision -
Decision Reference DRN3643308
17 Mar 2021 NewDay Ltd UpheldBanking and creditMr B is unhappy with how NewDay Ltd handled the matter of someone fraudulently accessing his Aquacard credit card account. And he’s unhappy with the impact the whole matter has had on his credit file. Aquacard is a trading name of NewDay, but for the purposes of this decision I will only r... (5 pages)View decision -
Decision Reference DRN-5726688
31 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5726688 The complaint Mr M is unhappy with the service NewDay Ltd have provided to him in relation to his credit card. What happened On 9 September 2024 Mr M called NewDay in response to a letter he had received from them, but the call handler could not find the reason why Mr M had... (3 pages)View decision
