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
-
Decision Reference DRN-2426219
22 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2426219 The complaint Ms P is unhappy that NewDay Ltd trading as Aqua (Aqua) provided her with a credit card and increased the limit. She says they lent to her irresponsibly. What happened Ms P opened a credit account with Aqua in December 2012 with an initial credit limit of £250. The... (4 pages)View decision -
Decision Reference DRN4432494
13 Mar 2020 NewDay Ltd UpheldBanking and creditComplaintMr B is unhappy that NewDay Ltd (trading as Aqua) unfairly applied a default to, and then closed, his personal credit card account. This adversely affected his credit score which damaged his business.Background Mr B had an Aqua credit card from NewDay Ltd. He was self-employed, an... (4 pages)View decision -
Decision Reference DRN-3064699
17 Nov 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3064699 The complaint Mr R complains that NewDay Ltd trading as Marbles irresponsibly allowed him to open a credit card account and later increased the credit limit which were both unaffordable. What happened Mr R says he opened the Marbles account in September 2016. He says the lendin... (2 pages)View decision -
Decision Reference DRN-5823741
17 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5823741 The complaint Mr S complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decisio... (4 pages)View decision -
Decision Reference DRN-4730846
18 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4730846 The complaint Mr L, through his professional representative, complains that NewDay Ltd never carried out the right checks before giving him two credit cards and several credit limits increases. What happened Mr L applied on-line for two credit cards with NewDay. The first appli... (4 pages)View decision -
Decision Reference DRN-4512640
13 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4512640 The complaint Miss G complains that NewDay Ltd (trading as Pulse) was irresponsible to approve her credit card applications. What happened Miss G was approved for two credit cards with Pulse as follows: Card Name Date Amount Argos 6 Dec 2019 £900 Pulse 14 Jan 2020 £600 Miss G s... (3 pages)View decision -
Decision Reference DRN-3052452
16 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3052452 The complaint Mr B complained that NewDay Ltd had opened credit card accounts for him without making proper checks. Mr B said this lending was never affordable for him. What happened Mr B said that NewDay had lent him money he couldn’t afford to pay back. Mr B has now entered ... (5 pages)View decision -
Decision Reference DRN-5507995
1 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5507995 Complaint Mr K has complained about a credit card and subsequent limit increases which NewDay Ltd (trading as “Marbles”) provided to him. He says that the credit card and limit increases were unaffordable for him and so should never have been provided. Background NewDay pro... (5 pages)View decision -
Decision Reference DRN-3505535
14 Sep 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3505535 The complaint Mr A is unhappy that NewDay Ltd, trading as Aqua, closed his account and reported adverse information to his credit file. What happened In February 2021, Mr A explained to NewDay that he’d been involved in an accident such that he was no longer able to work and wh... (4 pages)View decision -
Decision Reference DRN-5176957
8 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5176957 The complaint Mrs G complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mrs G applied for an Aqua credit card in February 2022. Mrs G said she had an income of £12,000 ... (3 pages)View decision