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-5722794
29 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5722794 The complaint Miss J complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Miss J applied for an Aq... (3 pages)View decision -
Decision Reference DRN-4521984
19 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4521984 The complaint Mr D complains about difficulties making a payment via NewDay Ltd trading as Pulse’s app. Mr D also complains that NewDay unfairly recorded Query Markers (Q markers) on his credit file when he raised a complaint. What happened The background to this complaint and ... (4 pages)View decision -
Decision Reference DRN2682615
30 Apr 2020 NewDay Ltd UpheldBanking and creditMr C complains that it was irresponsible of NewDay Ltd trading as Aqua to issue a credit card to him with a £300 credit limit and then later to increase that limit to £800.backgroundI set out the background to Mr C’s complaint in my provisional decision. In that decision I explained why I ... (4 pages)View decision -
Decision Reference DRN-3443414
22 Apr 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3443414 The complaint Mr W is unhappy that NewDay Ltd, trading as Aqua, didn’t set up a three-month payment holiday on his account when he informed that that he was unable to make payments towards his account because of the impact of Covid-19. What happened Mr W had a NewDay administer... (4 pages)View decision -
Decision Reference DRN7495130
1 Feb 2017 NewDay Ltd Not upheldBanking and creditMr F complains that NewDay Ltd (trading as Marbles) was irresponsible to offer him a credit card as he struggling financially. Mr F wants Marbles to write off the outstanding balance and amend his credit file. backgroundMr F took out a Marbles credit card in mid-2015.... (2 pages)View decision -
Decision Reference DRN-3369683
5 May 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3369683 The complaint In summary, Mr C has complained that NewDay Ltd trading as Aquacard, provided him with credit limit increases on his credit card, when he wasn’t able to afford them. What happened In March 2012, NewDay provided Mr C with a credit card. The initial credit limit was... (5 pages)View decision -
Decision Reference DRN9340911
25 Jul 2019 NewDay Ltd Not upheldBanking and creditMr G complains that NewDay Ltd (trading as Marbles) repeatedly increased his credit limit to levels he could not afford.backgroundMr G has a Marbles credit card with NewDay. NewDay raised his credit limit five times in 2016 and 2017. Mr G complains that NewDay acted irresponsibly when it d... (8 pages)View decision -
Decision Reference DRN-5934162
5 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5934162 The complaint Miss Z has complained that NewDay Ltd, trading as Aqua, were irresponsible in opening a Credit Card account and subsequently increasing the credit limit. What happened Aqua provided Miss Z with a credit card in March 2021 with a limit of £900. This limit was in... (3 pages)View decision -
Decision Reference DRN-5431156
29 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5431156 The complaint Miss M 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 M applied for a credit card with Aqua in December 2015. In her application, Miss M said sh... (3 pages)View decision -
Decision Reference DRN-3381949
18 Mar 2022 NewDay Ltd UpheldConsumer CreditDRN-3381949 The complaint In summary, Mr C has complained that NewDay Ltd trading as Aqua Loans, provided him with a loan when he wasn’t able to afford it. What happened In November 2017, NewDay provided Mr C a loan for £2,700 repayable over 24 months. The interest rate on the loan was an ... (5 pages)View decision