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-5615497
16 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5615497 The complaint Miss R complains that NewDay Limited trading as Aqua (NewDay) lent to her irresponsibly. She says NewDay didn’t do enough to check she could afford to repay the lending sustainably. Miss R says that the initial limit and all subsequent limit increases were unaf... (4 pages)View decision -
Decision Reference DRN-2804177
24 May 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2804177 The complaint Ms M complains that NewDay Ltd irresponsibly allowed her to open two credit card accounts which were unaffordable. What happened Ms M says she opened two NewDay credit card accounts in 2020. She says the lending was unaffordable and NewDay didn’t carry out any che... (2 pages)View decision -
Decision Reference DRN4692180
17 Jul 2015 NewDay Ltd UpheldBanking and creditMr B complains that NewDay Ltd has failed to settle his complaint on the terms it agreed with him over seven months ago. As a result, he’s been caused significant extra inconvenience trying to sort things out. And he’s concerned about information still showing on hi... (2 pages)View decision -
Decision Reference DRN-3761376
22 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3761376 The complaint Mr B complains that NewDay Ltd was irresponsible in its lending to him. What happened NewDay provided Mr B with an Aqua branded credit card in April 2016. The initial credit limit was £300. NewDay increased the credit limit on five occasions until it was set at £3... (3 pages)View decision -
Decision Reference DRN-5799078
8 Sep 2025 NewDay Ltd UpheldConsumer CreditDRN-5799078 The complaint Mr B complains NewDay Ltd incorrectly allocated a payment towards the wrong finance agreement, meaning he’s incurred interest charges. What happened Mr B has a revolving credit facility with NewDay to make purchases with a specific retailer. In October 2022, M... (3 pages)View decision -
Decision Reference DRN-5514660
13 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5514660 The complaint Mrs T complains that NewDay Ltd, trading as Marbles, irresponsibly provided her with a credit card. Mrs T is supported in bringing this complaint by a representative. But, for ease, I’ll refer to actions and submissions as being those of Mrs T herself. What h... (3 pages)View decision -
Decision Reference DRN-5680641
17 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5680641 The complaint Miss R complains that NewDay Ltd trading as Aqua (NewDay) unfairly reported missed credit card payments to the Credit Reference Agencies (‘CRAs’) and this affected her ability to get a loan. Miss R wants her credit file amending and compensation for her distre... (2 pages)View decision -
Decision Reference DRN-3102246
23 Dec 2021 NewDay Ltd UpheldConsumer CreditDRN-3102246 The complaint Mr H complains that NewDay Ltd (NewDay) closed his credit card account and charged him interest during payment holidays. What happened Mr H had a marbles loan and credit card from NewDay. The loan was for £2,400 payable over 24 months and was repaid. The credit ca... (3 pages)View decision -
Decision Reference DRN5856142
20 May 2015 NewDay Ltd UpheldBanking and creditMiss T complains about the way that NewDay Ltd has handled her account. She wants it to buy back her account and give her compensation.backgroundMiss T has a store card account and set up a direct debit to pay off the minimum amount each month. Her card expired and ... (3 pages)View decision -
Decision Reference DRN-5076841
11 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5076841 The complaint Mrs B has complained that NewDay Ltd didn’t fairly or reasonably deal with claims under the Consumer Credit Act 1974 (“the CCA”) in relation to a holiday product bought, in part, using her credit card. What happened In June 2016, Mrs B and Mr B purchased holida... (4 pages)View decision
