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 DRN-5610090
9 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5610090 The complaint Mrs S complains that NewDay Ltd trading as Marbles Card was irresponsible in its lending to her. She wants all interest and charges refunded along with statutory interest and any adverse information removed from her credit file. Mrs S is represented by a third ... (4 pages)View decision -
Decision Reference DRN-5342835
22 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5342835 The complaint Mr B complains that NewDay Ltd irresponsibly lent him a credit card account and increased the credit limit. What happened Mr B opened an Aqua branded credit card account with NewDay in August 2008, with a credit limit of £750. NewDay then increased the credit l... (3 pages)View decision -
Decision Reference DRN-3919388
1 Feb 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3919388 The complaint Mr C says NewDay Ltd, trading as Aqua, irresponsibly lent to him. What happened Mr C applied for a credit card in March 2018. It was approved with a limit of £250. His credit limit was increased once to £1,250 in July 2022. After Mr C complained to NewDay saying t... (2 pages)View decision -
Decision Reference DRN-3883676
5 Jan 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3883676 The complaint Ms E complains that NewDay Ltd trading as Aqua (“NewDay”) was irresponsible when it increased the limit on her credit card on three occasions. What happened NewDay opened a credit card account for Ms E in April 2018 in with a credit limit of £450. This type of cre... (5 pages)View decision -
Decision Reference DRN-5141087
4 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5141087 The complaint Ms H complains that NewDay Ltd trading as Marbles was irresponsible in its lending to her. She wants all interest, fees and charges refunded along with statutory interest and any adverse information removed from her credit file. What happened Ms H was provided ... (4 pages)View decision -
Decision Reference DRN-4371355
11 Oct 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4371355 The complaint Mr H says NewDay Ltd, trading as Aqua, irresponsibly lent to him. What happened Mr H applied for a credit card in September 2019. It was approved with a limit of £450. In February 2022 this was increased to £1,450. Mr H says NewDay should never have increased his ... (2 pages)View decision -
Decision Reference DRN-4928972
25 Jul 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4928972 The complaint Miss L complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and went on to increase the credit limit. What happened The background to this complaint and my initial conclusions were set out in my provisional d... (4 pages)View decision -
Decision Reference DRN3550806
20 Oct 2020 NewDay Ltd UpheldBanking and creditMrs W complains on behalf of the estate of Mr W. She says that New Day Ltd (trading as Debenhams Mastercard) irresponsibly provided a credit card facility to her late father. Mrs W also says NewDay provided poor customer service during the complaint process. background In June 2015, NewDay... (3 pages)View decision -
Decision Reference DRN-5119069
20 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5119069 The complaint Mr A complains that NewDay Ltd trading as Aqua lent to him irresponsibly. What happened In December 2017 Mr A applied for a credit card with NewDay. NewDay approved the application and gave Mr A a credit card with an initial credit limit of £900. The credit lim... (3 pages)View decision -
Decision Reference DRN-4510384
20 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4510384 The complaint Mr G complains about NewDay Ltd, trading as Aqua, increasing the interest rate on his credit card shortly after they increased the credit limit on his account. What happened In April 2023, Mr G and NewDay agreed a higher credit card limit. In July 2023, NewDay inf... (3 pages)View decision
