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 1021 results
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Decision Reference DRN-5325651
15 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5325651 The complaint Mr M complains NewDay Ltd (NewDay) failed to carry out proper financial checks before it approved a credit card account and the subsequent credit limit increases on that account. What happened Mr M says NewDay acted irresponsibly when it provided him with a cre... (3 pages)View decision -
Decision Reference DRN-5691390
11 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5691390 The complaint Mr B complains NewDay Ltd trading as Aqua (NewDay) failed to carry out sufficient financial checks before it approved a credit card account for him. What happened Mr B says NewDay approved a credit card account for him in January 2021 with a credit limit of £90... (3 pages)View decision -
Decision Reference DRN-5570261
1 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5570261 The complaint Mr R complains NewDay Ltd trading as Aqua (NewDay) failed to carry out thorough financial checks before it increased his credit card limit. What happened Mr R says he holds a credit card account with NewDay and in April 2024 it increased his limit from £700 to ... (3 pages)View decision -
Decision Reference DRN-5362204
23 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5362204 The complaint Mr G complains that NewDay Ltd, trading as Marbles, irresponsibly provided him with credit. Mr G is supported in bringing this matter by a representative. But, for ease, I’ll refer to all actions and submissions as being those of Mr G himself. What happened N... (3 pages)View decision -
Decision Reference DRN3553482
1 Aug 2017 NewDay Ltd UpheldBanking and creditMs G is represented by her brother, Mr G who brings this complaint on her behalf. He thinks that NewDay Ltd trading as Aqua (NewDay) shouldn’t have allowed Ms G to take out a credit card with it – because she is a vulnerable consumer. backgroundIn September 2015, Ms... (3 pages)View decision -
Decision Reference DRN-5658347
12 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5658347 The complaint Mr I complains NewDay Ltd trading as Aqua (NewDay) acted irresponsibly when it approved a credit card account for him. What happened Mr I says NewDay approved a credit card account for him in January 2022 with a credit limit of £450 and then increased the limit... (3 pages)View decision -
Decision Reference DRN-3700199
3 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3700199 The complaint Mr B complains that NewDay Ltd, trading as Aqua, didn’t give him support when he found his credit card unaffordable. What happened Mr B held an Aqua credit card between July 2014 and August 2019. Mr B says he found it difficult to make his monthly repayments from ... (2 pages)View decision -
Decision Reference DRN-5014059
10 Sep 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5014059 The complaint Ms B is being represented by solicitors. She’s complaining about NewDay Ltd trading as Aqua because she says it lent irresponsibly by providing a credit card she couldn’t afford. What happened In March 2022, Ms B opened a credit card account with NewDay. The in... (3 pages)View decision -
Decision Reference DRN-5803064
25 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5803064 The complaint Mrs M complains that NewDay Ltd trading as Aqua irresponsibly lent to her, and they didn’t consider information about her disability that she told them. What happened • In January 2024 Mrs M was approved for an Aqua credit card, with a credit limit of £450. • I... (5 pages)View decision -
Decision Reference DRN-2252573
18 Jan 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2252573 The complaint Mr C is unhappy that NewDay Ltd lent to him irresponsibly. He wants NewDay Ltd to refund all interest and charges he has paid together with 8% simple interest. What happened Mr C was accepted for a credit card by NewDay Ltd in August 2015 with a limit of £250. The... (4 pages)View decision
