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 1021 results
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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 DRN-5513770
19 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5513770 The complaint Mrs H complains that NewDay Ltd, trading as Aqua, lent to her irresponsibly in relation to a credit card account. In bringing her complaint, Mrs H is supported by a representative. For ease, though, I’ll only refer to Mrs H throughout. What happened In March ... (3 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 DRN-3893995
20 Jan 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3893995 The complaint Ms F has complained that NewDay Limited irresponsibly lent to her What happened Ms F opened a shopping account with NewDay in May 2007. At that point her credit limit was set at £200. It was increased once in August 2007 to £900. Ms F says that she couldn’t affor... (2 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 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 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-2309123
2 Nov 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2309123 The complaint Mrs E complains that NewDay Ltd (trading as Marbles) raised her credit limit repeatedly when she held a credit card with it. She said this was irresponsible lending. What happened Mrs E said her credit limit had been increased irresponsibly on a card she held with... (3 pages)View decision -
Decision Reference DRN-4415349
8 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4415349 The complaint Mr F says NewDay Ltd, trading as Marbles, irresponsibly lent to him. What happened Mr F applied for a credit card in January 2022. It was approved with a limit of £900 and he was given two subsequent credit limit increases. The first was in June 2022 to £1,900 and... (3 pages)View decision
