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 DRN6092866
19 Dec 2018 NewDay Ltd Not upheldBanking and creditMr P complains that NewDay Ltd (“NewDay”) incorrectly declined his card payments.backgroundMr P has a store credit card issued by NewDay. He tried to use the card on 11 June 2018 but the payment was declined. There wasn’t anything wrong with his account and NewDay s... (2 pages)View decision -
Decision Reference DRN-3400037
7 Jun 2022 NewDay Ltd Not upheldConsumer CreditDRN-3400037 The complaint Mrs T complains that NewDay Ltd (NewDay) made mistakes when she applied for a second payment holiday on her credit card account, which led to her owing more in arrears than she thought she did. Mrs T also wasn’t aware her loan was on a paydown plan. What happened ... (4 pages)View decision -
Decision Reference DRN-5660246
15 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5660246 The complaint Mr T complains that NewDay Ltd lent irresponsibly when it approved two credit card applications she made and later increased the credit limits. What happened Mr T applied for an Aqua credit card in February 2022. In his application, Mr T said he was employed w... (4 pages)View decision -
Decision Reference DRN-3322846
29 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3322846 The complaint Miss Y is unhappy that NewDay Ltd rejected her chargeback request. What happened In July 2021 Miss Y purchased an item online and paid using her NewDay credit card. The item cost £140. When Miss Y received the item it was damaged, so she contacted the seller and a... (2 pages)View decision -
Decision Reference DRN-3730397
11 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3730397 The complaint Mr C complains that NewDay Ltd lent to him irresponsibly. What happened In August 2015 Mr C opened a credit card account with NewDay, trading as Aqua. He had an account limit of £300, which was increased to £1,300 in January 2016 and then to £1,900 in May 2016. In... (3 pages)View decision -
Decision Reference DRN-5697184
21 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5697184 The complaint Mr M complains about the administration of his credit card by NewDay Ltd, trading as Marbles. What happened Mr M complains about various issues he’s encountered with his NewDay credit card; as I understand it the core matters are, in summary: • “Query” marker... (3 pages)View decision -
Decision Reference DRN-4824600
6 Jul 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4824600 The complaint Miss A complains that NewDay Ltd trading as Aqua was irresponsible when it offered her a credit card account and later increased her credit limit. What happened NewDay opened a credit card account for Miss A in March 2020 with a credit limit of £1,200. It increase... (4 pages)View decision -
Decision Reference DRN-3224045
31 Mar 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3224045 The complaint Mr R is unhappy with NewDay Ltd’s administration of his credit card accounts. What happened Mr R holds two credit card accounts with NewDay – one Aqua card and a marbles card. Each card has a different rate of interest. Both of Mr R’s credit card accounts are curr... (4 pages)View decision -
Decision Reference DRN-3076522
22 Nov 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3076522 The complaint Ms V complains that NewDay Ltd acted irresponsibly by granting her a credit card. She says the lending was unaffordable for her. What happened In 2015, NewDay granted Ms V a credit card after she’d applied for one online. Ms V later complained that NewDay shouldn’... (3 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