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-3080646
18 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3080646 The complaint Mr B complains of irresponsible lending by NewDay Ltd trading as Aqua. He would like any further action on his debt to be stopped pending our investigation What happened The details of this complaint are well known to both parties so I won’t repeat them again here... (2 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-2324110
7 Nov 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2324110 The complaint Miss R complains that lending made to her by NewDay Ltd was irresponsible. What happened Miss R had three credit cards with NewDay. She wanted us to look at all the lending that NewDay had made to her. Miss R applied for the first card in September 2017, a card ca... (4 pages)View decision -
Decision Reference DRN-3437734
19 Apr 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3437734 The complaint Ms S is unhappy that NewDay Ltd is holding her liable for debts she says were taken out in her name without her consent. What happened Between December 2016 and October 2018, five credit card accounts were opened with NewDay in various versions of Ms S’s name usin... (6 pages)View decision -
Decision Reference DRN-5318290
30 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5318290 The complaint Miss I complains NewDay Ltd trading as Marbles (NewDay) acted irresponsibly by failing to conduct proportionate checks prior to approving her for lending. She says had they done they would have seen she wasn’t in a position to handle additional credit. What hap... (6 pages)View decision -
Decision Reference DRN-4145557
14 Jun 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4145557 The complaint Mr W complains that NewDay Ltd trading as Marbles Card was irresponsible in its lending to him. What happened Mr W was provided with a credit card in September 2020 (card 1) with an initial credit limit of £900. The credit limit was increased on three occasions (M... (3 pages)View decision -
Decision Reference DRN9045126
17 Jul 2017 NewDay Ltd UpheldBanking and creditMr O complains that NewDay Ltd (trading as Aqua) gave him a credit card irresponsibly at a time when he was struggling financially. He also complains the credit limit was increased after a short time and he’s now having difficulty paying off his debts.backgroundMr O ... (2 pages)View decision -
Decision Reference DRN-3504623
27 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3504623 The complaint Mr M complains that NewDay Ltd lent to him irresponsibly in relation to three credit cards. What happened Mr M applied for the first credit card online in March 2015. His application data included that he was employed and had a gross income of £19,500 a year. NewD... (6 pages)View decision -
Decision Reference DRN-3193439
26 Jan 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3193439 The complaint Mr V complains that NewDay Ltd (NewDay) didn’t carry out appropriate checks when agreeing to lend to him. And that if it had, NewDay would’ve seen that the lending wasn’t affordable for him. Mr V is also unhappy with the way NewDay responded to his personal circum... (5 pages)View decision -
Decision Reference DRN-5741975
10 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5741975 The complaint Mr B 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 B applied for an Aqua credit card in April 2021. In his application, Mr B said he was employed... (4 pages)View decision
