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 1102 results
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Decision Reference DRN-6152753
13 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6152753 The complaint NewDay Ltd trading as Aqua (‘NewDay’) provided Mr M with a credit card in November 2019 with a limit of £900. Subsequently there was an increase to the credit limit on 24 July 2020 to £1,650 and on 28 December 2020 to £2,900. Mr M says NewDay failed to lend rea... (2 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-2722735
29 Mar 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2722735 The complaint Miss O is complaining about irresponsible lending by NewDay Ltd. What happened In March 2016, Miss O applied for a credit card with NewDay. Her application was successful and NewDay initially set a £100 credit limit. In June 2016, NewDay increased Miss O’s credit ... (4 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-5948197
16 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5948197 The complaint NewDay Ltd trading as Marbles provided Mr L with a credit card on 20 November 2017. It had a credit limit of £300 which didn’t change. Mr L says Marbles acted irresponsibly when it gave him the card. What happened The details of this complaint are well-known t... (2 pages)View decision -
Decision Reference DRN-4214156
11 Oct 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4214156 The complaint Mr W complains that NewDay Ltd (‘NewDay’) shouldn’t have opened a credit card account for him because it was unaffordable. What happened In 2012 NewDay opened a credit card account for Mr W with an unknown credit limit. In 2013 NewDay increased Mr W’s credit lim... (2 pages)View decision -
Decision Reference DRN-5097728
15 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5097728 The complaint Miss L has complained that NewDay Ltd acted irresponsibly when it approved her application for a credit card and then subsequently increased the card’s limit multiple times. Background Miss L applied for a credit card with NewDay in September 2017. Her applicat... (3 pages)View decision -
Decision Reference DRN-4513873
12 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4513873 The complaint Mrs C complains that NewDay Ltd was irresponsible in its lending to her. What happened Mrs C holds three accounts with NewDay. She says the accounts were opened without adequate checks and her credit limits increased without a review of her financial situation. Sh... (4 pages)View decision -
Decision Reference DRN6146769
13 Jun 2018 NewDay Ltd Not upheldBanking and creditMiss B has complained that NewDay Ltd (trading as Aqua) acted irresponsibly when it increased the limit on her credit card and when it allowed her to open a second card at a time when her first card was still open.backgroundMiss B has held four credit cards with Aqu... (2 pages)View decision -
Decision Reference DRN-4683033
26 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4683033 The complaint Ms R complains that NewDay Ltd was irresponsible in its lending to her. What happened Ms R was provided with two credit cards by NewDay. A Marbles credit card in March 2021 with an initial credit limit of £900 and a Fluid credit card in May 2022 with an initial cr... (3 pages)View decision