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 2246 results
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Decision Reference DRN-5665082
30 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5665082 The complaint Mrs B complains that NewDay Ltd trading as AO Finance allocated a payment to her 12- month 0% instalment plan rather than her Buy Now Pay Later (BNPL) plan. What happened Mrs B holds two accounts with NewDay Ltd. She holds a BNPL account which started on 15 Sep... (2 pages)View decision -
Decision Reference DRN-5715511
30 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5715511 The complaint Mr W complains that NewDay Ltd lent irresponsibly when it approved two credit card applications he made and increased the credit limit on one of the accounts. What happened Mr W applied for a Fluid credit card in January 2019. In his application, Mr W said he ... (3 pages)View decision -
Decision Reference DRN-5710398
30 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5710398 The complaint Mr D complains that NewDay Ltd lent irresponsibly when it approved three credit card applications he made and also increased the credit limit. What happened Mr D applied for a Fluid credit card with NewDay in September 2022. In his application, Mr D said he wa... (4 pages)View decision -
Decision Reference DRN-5485712
30 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5485712 The complaint Miss H complains NewDay Ltd trading as Aqua and Marbles (NewDay) acted irresponsibly when it provided her with two credit card accounts. What happened Miss H says NewDay approved two credit card accounts for her - card A in November 2019 with an initial credit ... (3 pages)View decision -
Decision Reference DRN-5513653
30 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5513653 The complaint Miss B complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Miss B was approved for an Aqua credit card in January 2020 with a £300 credit limit. I have detailed the credit limit increases below: December 2020 £300 to £1,300 May 20... (4 pages)View decision -
Decision Reference DRN-5467856
30 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5467856 The complaint Mrs P complains that NewDay Ltd trading as Fluid irresponsibly lent to her. What happened Mrs P was approved for a Fluid credit card in August 2021 with a credit limit of £1,500. The credit limit was increased to £2,750 in December 2021. The credit limit was in... (4 pages)View decision -
Decision Reference DRN-5692143
29 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5692143 The complaint X complains that NewDay Ltd were unreasonable to default and terminate his agreement when they knew he was medically incapacitated. He says they failed to follow the correct complaints procedure. What happened The detailed background to this complaint is well k... (3 pages)View decision -
Decision Reference DRN-5711486
29 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5711486 The complaint Mr T complains about a NewDay Ltd trading as Opus (‘NewDay’) credit card being incorrectly linked to him. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving... (2 pages)View decision -
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-5722682
29 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5722682 The complaint Ms B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Ms B applied for an Aqua credit card in April 2020. In her application, Ms B said she had an annu... (3 pages)View decision
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