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-2814118
12 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2814118 The complaint Mr G complains that Aqua proactively increased his credit limit on his credit card, without carrying out checks to make sure he could afford the repayments. He feels that Aqua was irresponsible in increasing his lending, and that this contributed to him falling in... (4 pages)View decision -
Decision Reference DRN-5915692
14 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5915692 The complaint Mr A complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the limit. What happened Mr A applied for an Aqua credit card in April 2024. In his application, Mr A gave an annual income of £3... (3 pages)View decision -
Decision Reference DRN-5509314
22 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5509314 The complaint Mr K complains NewDay Ltd trading as NewPay (“NewDay”) didn’t carry out proportionate checks when lending to him, and the lending was unaffordable. Mr K is represented by a professional third party, but for ease of reference I’ll mostly refer to Mr K throughou... (3 pages)View decision -
Decision Reference DRN5578129
14 Aug 2019 NewDay Ltd UpheldBanking and creditMr C has complained that NewDay Ltd (trading as “Aqua”card) irresponsibly provided him with two credit cards in 2014 and 2018.backgroundI attach my provisional decision of 29 July 2019, which forms part of this final decision. In my provisional decision, I set out why I was intending to up... (6 pages)View decision -
Decision Reference DRN7286215
5 Feb 2020 NewDay Ltd Not upheldBanking and creditMr H complains that a loan from NewDay Limited, trading as Aqua, wasn’t affordable for him and that it shouldn’t have been made to him. He also complains that the credit limit increases on his credit card account with Aqua weren’t affordable for him and that it should’ve made more checks. ... (3 pages)View decision -
Decision Reference DRN-5659523
10 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5659523 The complaint Ms M complains that NewDay Ltd trading as Marbles irresponsibly lent to her. What happened Ms M was approved for a Marbles credit card in July 2021 with a £250 credit limit. The credit limit was increased to £1,250 in April 2022, and it was increased for a fina... (4 pages)View decision -
Decision Reference DRN-3013115
28 Feb 2022 NewDay Ltd Not upheldConsumer CreditDRN-3013115 Complaint Mr D has complained about a loan NewDay Ltd (trading as “Marbles”) provided to him. He says the loan was given to him when he wasn’t in a position to afford it and at the same time his credit card limit was being increased. Background Mr D also initially complained ab... (2 pages)View decision -
Decision Reference DRN1306037
28 Dec 2018 NewDay Ltd UpheldBanking and creditMrs J complains about irresponsible lending by NewDay Ltd (trading as Aqua). backgroundMrs J had a credit card with Aqua. She is unhappy Aqua kept increasing her card limit which contributed to her downward spiral of charges and debt. Mrs J said she was only making ... (2 pages)View decision -
Decision Reference DRN5897496
22 Jan 2018 NewDay Ltd Not upheldBanking and creditMr R complains that NewDay Ltd (the business) provided him with a card account after he had partially settled a previous account. He says that the new account was provided irresponsibly.backgroundMr R says that he had an account with the business which he partially set... (2 pages)View decision -
Decision Reference DRN-5457073
15 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5457073 The complaint Mr P complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application. What happened Mr P applied for an Aqua credit card in January 2022. In his application, Mr P said he had an income of £29,000 a year that Aqua calcu... (3 pages)View decision