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 793 results
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Decision Reference DRN-2691764
19 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2691764 The complaint Mrs B complains that NewDay Ltd irresponsibly allowed her to open three credit card accounts that were unaffordable. What happened Mrs B says she opened the NewDay accounts in 2017 and 2018 but it should have been obvious that she was in financial difficulties and... (2 pages)View decision -
Decision Reference DRN-5282154
17 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5282154 The complaint Ms M has complained that NewDay Ltd acted irresponsibly when it gave her three credit card accounts. Ms M is represented in the complaint but for simplicity I will refer to Ms M throughout as if all submissions have been made by her. What happened I don’t nee... (3 pages)View decision -
Decision Reference DRN-2971155
8 Sep 2021 NewDay Ltd Not upheldConsumer CreditDRN-2971155 The complaint Mr S complains that NewDay Ltd made several increases to his credit limit on his Aqua credit card without following the rules of responsible lending. This led to him suffering financial hardship. What happened Mr S opened an Aqua credit card account with NewDay in... (3 pages)View decision -
Decision Reference DRN-4171018
6 Jun 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4171018 The complaint Miss M says NewDay Ltd, trading as Aqua, irresponsibly lent to her. What happened Miss M applied for a credit card from NewDay in October 2017. It was approved with a limit of £600. She was given six subsequent credit limit increases, and one decrease, as set out ... (4 pages)View decision -
Decision Reference DRN-3201155
14 Jan 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3201155 The complaint Mr G complains NewDay Ltd trading as Aqua (“NewDay”) lent to him irresponsibly. What happened Mr G applied for a credit card with NewDay in May 2012. His application was approved with a credit limit of £400. Mr G requested a credit limit increase to £750 in Octobe... (4 pages)View decision -
Decision Reference DRN8027793
28 Sep 2018 NewDay Ltd UpheldBanking and creditMr C complains that it was irresponsible for NewDay Ltd (NewDay) to give him a credit card and then regularly increase his limit without checking he could afford it. backgroundMr C opened a credit card account with NewDay in late 2013, and was given a credit lim... (3 pages)View decision -
Decision Reference DRN6372840
22 Mar 2018 NewDay Ltd UpheldBanking and creditMiss T has complained about irresponsible lending and poor customer service by NewDay Ltd in relation to her Marbles credit card.backgroundMiss T has a credit card account with NewDay. In 2017 she was in financial difficulties and asked StepChange to help her set up a ... (2 pages)View decision -
Decision Reference DRN-4869782
2 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4869782 The complaint Mr C says NewDay Ltd irresponsibly lent to him. What happened Mr C took out two credit cards from NewDay. The credit limit was increased on both cards a number of times. A summary of his borrowing follows. Marbles card Aqua card date credit limit date credit limit... (3 pages)View decision -
Decision Reference DRN1832081
11 Jun 2019 NewDay Ltd Not upheldBanking and creditMr M has complained that NewDay Ltd acted irresponsibly when it allowed him to take out a credit card.backgroundMr M took out a credit card with NewDay in August 2017. He says it shouldn’t have given him a credit card because of his poor credit history and he co... (2 pages)View decision -
Decision Reference DRN-5232425
12 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5232425 The complaint Mrs L’s complaint relates to a credit card she has with NewDay Ltd trading as Aquacard. She has said that she considers NewDay was irresponsible when it accepted her application, and later increased her credit limit on several occasions, as none were affordable... (3 pages)View decision
