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 1173 results
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Decision Reference DRN-6315057
24 Apr 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6315057 The complaint Mr H complains that NewDay Ltd lent irresponsibly in relation to two credit card accounts. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr H successfully applied for an Aqua credit ca... (4 pages)View decision -
Decision Reference DRN-4023089
14 Mar 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4023089 The complaint Mrs J complains that NewDay Ltd trading as Marbles (“NewDay”) was irresponsible when it offered her a credit facility and later increased her credit limit. What happened NewDay opened a credit card account for Mrs J in December 2020 with a credit limit of £900. Th... (3 pages)View decision -
Decision Reference DRN-5642906
8 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5642906 The complaint Mr W complains that NewDay Ltd trading as John Lewis Credit Card lent irresponsibly when it approved his credit card application. What happened Mr W applied for a John Lewis credit card with NewDay in December 2022. In his application, Mr W said he was employe... (2 pages)View decision -
Decision Reference DRN-4152810
9 Jun 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4152810 The complaint Mr M complains that NewDay Ltd trading as Marbles was irresponsible in its lending to him. He wants the default removed from his credit file and a refund of the interest charged on his account. What happened Mr M was provided with a credit card account by NewDay i... (2 pages)View decision -
Decision Reference DRN1994858
9 Oct 2017 NewDay Ltd Not upheldBanking and creditMrs S says NewDay Ltd (trading as Marbles) agreed to increase the credit limit on her credit card but then also increased the APR twice within a short time. She feels this is irresponsible lending and unfair and she’d like the APR reduced back to the original rate.... (2 pages)View decision -
Decision Reference DRN-3359926
28 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3359926 The complaint Mr L complains NewDay Ltd irresponsibly lent him two credit cards, and a loan. What happened Mr L took out the following: Aqua credit card in May 2015 with an initial limit of £100 Marbles credit card in December 2016 with an initial limit of £600 Marbles loan ... (5 pages)View decision -
Decision Reference DRN-4083733
4 May 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4083733 The complaint Mr J complains that NewDay Lyd trading as Aqua lent to him irresponsibly. What happened Mr J applied for a credit card with Aqua in July 2021. It was approved with an initial credit limit of £450. The credit limit was later increased to £1200. Mr J complained that... (2 pages)View decision -
Decision Reference DRN-5044560
10 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5044560 The complaint Mr J complains that NewDay Ltd trading as Aqua lent to him irresponsibly. What happened Mr J’s complaint is about a credit card supplied by NewDay. The account was opened in July 2021 with an initial credit limit of £1,200. The credit limit was increased to £24... (2 pages)View decision -
Decision Reference DRN-3423722
25 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3423722 The complaint Mrs W complains that NewDay Ltd (“NewDay”), trading as Aqua, irresponsibly granted her credit that she couldn’t afford to repay. What happened NewDay approved a credit card application for Mrs W in November 2017. The credit limit was set at £900 and was never incr... (2 pages)View decision -
Decision Reference DRN-4130939
23 May 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4130939 The complaint Mr S complains that NewDay Ltd trading as Aqua lent to him irresponsibly. What happened Mr S’s complaint is about three Aqua accounts and a Fluid account. The first Aqua account was opened in December 2016. NewDay gave Mr S a card with an initial credit limit of £... (2 pages)View decision