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-5085277
20 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5085277 The complaint Mrs D complains that NewDay Ltd trading as Aqua lent to her irresponsibly. What happened Mrs D applied for a credit card with NewDay. NewDay approved the application and gave Mrs D a credit card with an initial credit limit of £1,200. The credit limit was incre... (4 pages)View decision -
Decision Reference DRN-3552205
16 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3552205 The complaint Mr G has complained that NewDay Ltd trading as Aqua irresponsibly lent to him. He says he was provided with credit that he couldn’t afford and he lost out as a result. What happened Mr G opened a credit card account with NewDay in November 2015. His credit limit w... (4 pages)View decision -
Decision Reference DRN0533449
2 Dec 2015 NewDay Ltd Not upheldBanking and creditMr M complains that NewDay Ltd sent him a letter about his credit card account when he thought it was closed. He says the account should have been closed when he paid off the balance in 2014.Further he says his credit file has been affected because NewDay didn’t clo... (2 pages)View decision -
Decision Reference DRN-5249176
22 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5249176 The complaint Mr G complains that NewDay Ltd lent irresponsibly when it approved two credit card applications he made and then increased the credit limits. What happened Mr G applied for a Marbles credit card with NewDay in November 2015. In his application, Mr G said he wa... (3 pages)View decision -
Decision Reference DRN-4127110
12 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4127110 The complaint Mr O complains that NewDay Ltd lent irresponsibly when it increased the credit limit on his Aqua and Marbles credit cards in 2021. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr O appli... (5 pages)View decision -
Decision Reference DRN-5759838
22 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5759838 The complaint Ms K complains that NewDay Ltd trading as Aquacard lent to her irresponsibly. What happened In February 2018, Ms K applied for – and was given – a credit card with NewDay. An Initial credit limit of £450 was agreed. Since then, her limit was amended as follows:... (5 pages)View decision -
Decision Reference DRN4346174
5 Oct 2015 NewDay Ltd Not upheldBanking and creditThis complaint is about the way NewDay Ltd has handled Mr M’s credit card debt.backgroundMr M’s financial circumstances changed in 2009. He found he couldn’t any longer afford the monthly repayments on his NewDay credit card. He’s had a number of payment arrangements ... (2 pages)View decision -
Decision Reference DRN-4413501
23 Oct 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4413501 The complaint Miss E complains that NewDay Ltd irresponsibly gave her a store card and two credit cards that she couldn’t afford to repay. What happened In 2010, Miss E applied for a store card with NewDay. Due to how long ago it was taken out there is limited information avail... (3 pages)View decision -
Decision Reference DRN-3144362
8 Nov 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3144362 The complaint Mrs M complains that NewDay Ltd should have registered a default on her account earlier than it did. What happened Mrs M had a credit card account provided by NewDay. Towards the end of 2017, she found herself having financial difficulties and then missed some pay... (4 pages)View decision -
Decision Reference DRN-4452340
6 Dec 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4452340 The complaint Miss D complains that NewDay Ltd trading as Amazon Card has unfairly applied a default to her account. What happened Miss D contacted her bank to claim back payments made to a subscription service that she said she hadn’t agreed to. She says the subscription charg... (3 pages)View decision