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 1018 results
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Decision Reference DRN-3089861
4 Nov 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3089861 The complaint Miss M complains that NewDay Ltd was irresponsible in its lending to her. What happened Miss M was provided with two credit cards (Aqua and Opus) by NewDay and a loan for £2,500. She says that the amount of credit provided to her in a short space of time was irres... (3 pages)View decision -
Decision Reference DRN-5648274
11 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5648274 The complaint Mr A complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr A applied for a credit card with Aqua in August 2016. In his application, Mr A said he was ear... (3 pages)View decision -
Decision Reference DRN-5792827
2 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5792827 The complaint Miss H believes NewDay Ltd trading as Aqua acted irresponsibly when it approved her credit card application and later increased the credit limit. What happened In August 2018 Miss H applied for a credit card with NewDay. This application was approved with an in... (9 pages)View decision -
Decision Reference DRN-5617619
9 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5617619 The complaint Miss B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss B applied for an Aqua credit card in August 2014. The application data provided by Aqua sa... (3 pages)View decision -
Decision Reference DRN-2598736
15 Mar 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2598736 The complaint Mr M complains that NewDay Ltd (NewDay) regularly increased his credit card limit when it should’ve been apparent that he wasn’t able to afford the additional debt. What happened The history of this complaint is well known to both parties, so I’ve summarised event... (2 pages)View decision -
Decision Reference DRN-3943620
3 Feb 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3943620 The complaint Miss L complains that NewDay Ltd irresponsibly lent to her on a credit card. What happened In September 2015 Miss L applied for an ‘Aqua’ credit card account with NewDay, and initially an opening credit limit of £250 was approved. Over the next four years the limi... (3 pages)View decision -
Decision Reference DRN-5502435
27 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5502435 The complaint Mrs C complains NewDay Ltd (NewDay) failed to conduct proportionate checks prior to approving her for credit. Mrs C is represented in this complaint by a claims management company but, for ease, I’ll refer to Mrs C directly throughout my decision. What happened... (7 pages)View decision -
Decision Reference DRN-3539464
13 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3539464 The complaint Mr D complains that NewDay Ltd, trading as Aqua (NewDay) acted irresponsibly in lending to him by increasing his credit card limit several times. What happened Mr D opened a NewDay credit card account in October 2013 with an initial credit limit of £500. His credi... (6 pages)View decision -
Decision Reference DRN-5601410
24 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5601410 The complaint Mrs T complains that NewDay Ltd trading as Marbles irresponsibly provided her with an unaffordable credit card. Mrs T’s complaint has been brought to us by a professional representative, but for ease I’ll refer to all submissions as thought they are her own. W... (4 pages)View decision -
Decision Reference DRN-3502107
27 May 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3502107 The complaint Mr W complains NewDay Ltd trading as Aqua have irresponsibly lent to him. What happened Mr W was accepted for a NewDay branded credit card in October 2014, with a £900 credit limit. The credit limit was later increased to; £1,900 in February 2015 £2,500 in July ... (5 pages)View decision
