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-3187508
14 Jan 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3187508 The complaint Mr H is unhappy with the fees and charges that NewDay Ltd, trading as Aquacard, have applied to his account, as well as with the service that he’d received from NewDay when attempting to discuss his account with them. What happened Mr H went over the agreed credit... (2 pages)View decision -
Decision Reference DRN8063383
4 Sep 2019 NewDay Ltd Not upheldBanking and creditComplaintMr S complains that NewDay Ltd pursued him for a debt he says he didn’t recognise and then failed to explain what it was for. BackgroundIn May 2017 an application was made in Mr S’s name for an Amazon credit card. The Amazon credit card is issued and administered by NewDay Ltd. A ... (2 pages)View decision -
Decision Reference DRN-5044560
10 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5044560 The complaint Mr J complains that NewDay Ltd trading as Aqua lent to him irresponsibly. What happened Mr J’s complaint is about a credit card supplied by NewDay. The account was opened in July 2021 with an initial credit limit of £1,200. The credit limit was increased to £24... (2 pages)View decision -
Decision Reference DRN-5882049
23 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5882049 The complaint Mr W says NewDay Ltd trading as Marbles (‘NewDay’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a credit card. He says that if NewDay had made better checks it would have seen that he ... (3 pages)View decision -
Decision Reference DRN-2914955
28 Jul 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2914955 The complaint Miss J is unhappy that NewDay Ltd approved her for a credit account that was unaffordable for her at that time. Miss J is also unhappy that NewDay Ltd subsequently increased the credit limit on the account, which she feels was also unaffordable for her at that tim... (3 pages)View decision -
Decision Reference DRN-5259958
14 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5259958 The complaint Miss C complains that NewDay Ltd trading lent irresponsibly when it approved her credit card applications and went on to increase the credit limits. What happened Miss C successfully applied for an Aqua credit card with NewDay in December 2018. Miss C provided... (4 pages)View decision -
Decision Reference DRN-2961166
4 Sep 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2961166 The complaint Mr H complained that NewDay Ltd trading as Marbles lent him money that he couldn’t afford to repay. He wanted NewDay to refund all his payments, with 8% interest, and clear his credit file. What happened Mr H complained to NewDay that the lending it made to him wa... (2 pages)View decision -
Decision Reference DRN-5751682
24 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5751682 The complaint Mrs S complained because NewDay Ltd, trading as John Lewis Partnership Card, refused to refund her for a transaction which she said she hadn’t authorised. What happened On 4 December 2024, Mrs S saw a pending transaction for £829.84 on her credit card which sh... (3 pages)View decision -
Decision Reference DRN-2642735
2 Mar 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2642735 The complaint Mr M complains that NewDay Ltd (“NewDay”) irresponsibly lent to him across several credit cards which has caused him financial hardship and debts he cannot repay. What happened The background to this complaint is well known to both parties and has been detailed by... (2 pages)View decision -
Decision Reference DRN-3071230
9 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3071230 The complaint Mr O complains that NewDay Ltd closed his credit card account despite being on an arrangement with it. What happened Mr O says he agreed what he thought was a payment holiday with NewDay at the start of 2021. But he says NewDay closed his account before the arrang... (2 pages)View decision