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-2884251
21 Dec 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2884251 The complaint Mr B complains about two separate credit card accounts he took out with NewDay Ltd. He says that both accounts were unaffordable, and NewDay irresponsibly lent to him. What happened Mr B has both an Aqua credit card and a Marbles credit card with NewDay. He compl... (7 pages)View decision -
Decision Reference DRN-5850229
16 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5850229 The complaint Mr A 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. And NewDay shouldn’t have increased the limits on the card. Mr A’s compl... (4 pages)View decision -
Decision Reference DRN-4287774
6 Oct 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4287774 The complaint Mr K complains that NewDay Limited won’t compensate him for a damaged suitcase. What happened In May 2022 Mr K used his NewDay credit card to pay just over £110 for flight tickets purchased from travel company. Mr K travelled and when he received his suitcase at t... (4 pages)View decision -
Decision Reference DRN-4160740
7 Jun 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4160740 The complaint Miss P says NewDay Ltd, trading as Aqua, irresponsibly lent to her. What happened Miss P applied for a credit card in January 2020. It was approved with a limit of £300 and she was given four subsequent credit limit increases by NewDay. The first increase was in O... (3 pages)View decision -
Decision Reference DRN-3341072
1 Mar 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3341072 The complaint Mrs M complains that NewDay Ltd trading as Amazon Classic lent irresponsibly when it approved her credit card application. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mrs M applied for ... (3 pages)View decision -
Decision Reference DRN-4569083
22 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4569083 The complaint Ms S complains that NewDay Ltd acted irresponsibly in lending her three credit card accounts. What happened Ms S took out three credit cards with NewDay in between September 2018 and March 2022. The limits of those accounts were varied as follows: Date Aqua credit... (7 pages)View decision -
Decision Reference DRN-5528465
2 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5528465 The complaint Mr E is unhappy with how NewDay Ltd handled things when he disputed some transactions on his credit card. What happened Around July 2023 Mr E says he contacted NewDay and asked to dispute various transactions from his credit card, in relation to dental consulta... (7 pages)View decision -
Decision Reference DRN-2981332
4 May 2022 NewDay Ltd UpheldBanking and PaymentsDRN-2981332 The complaint In summary, Mr S has complained that NewDay Ltd trading as Aqua, irresponsibly provided him with a credit card and credit limit increases. What happened In January 2015, NewDay provided Mr S with a credit card. The initial credit limit was £600. In April 2015, the... (3 pages)View decision -
Decision Reference DRN5612203
21 May 2020 NewDay Ltd Not upheldBanking and creditComplaintMiss L complains that NewDay Ltd increased her credit limit without checking if it was affordable for her. She’s now in financial difficulties and her debt with NewDay isn’t decreasing because of the interest and charges being added to her account.BackgroundMiss L successfully app... (3 pages)View decision -
Decision Reference DRN-5742647
7 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5742647 The complaint Mrs F complains that NewDay Ltd trading as Aqua (“Aqua”) lent to her irresponsibly when it provided her with a credit card account and subsequent credit limit increases. Mrs F also complains about NewDay cancelling her account without notice, causing her issue... (5 pages)View decision