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 2660 results
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Decision Reference DRN-6134689
4 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6134689 The complaint Mrs P complains that NewDay Ltd trading as Aqua gave her a credit card limit, she couldn’t afford to repay. What happened In April 2022 Aqua gave Mrs P a credit card with a £450 limit. Mrs P has said the credit card was irresponsibly lent. She says at the time ... (3 pages)View decision -
Decision Reference DRN-6189095
4 Mar 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6189095 The complaint Ms A complains about how NewDay Ltd dealt with her claim for a refund in relation to a kitchen she’d paid for in part on her credit card. What happened The background to this complaint is well known to all parties, so I won’t repeat it at length here. As a sum... (8 pages)View decision -
Decision Reference DRN-6111564
4 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6111564 The complaint Mr O complains that NewDay Ltd trading as Marbles (“NewDay”) irresponsibly lent to him and failed to carry out proper checks before providing him with additional credit. What happened In November 2022 Mr O applied online for a credit card with NewDay. The appl... (4 pages)View decision -
Decision Reference DRN-6064397
4 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6064397 The complaint Mr S has complained about how NewDay Ltd (NewDay) handled a refund claim he made. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving the reasons for... (3 pages)View decision -
Decision Reference DRN-5817785
3 Mar 2026 NewDay Ltd UpheldBanking and PaymentsDRN-5817785 The complaint Mr K complains that NewDay Ltd won’t refund disputed transactions made from his account. He’s also unhappy with the service they provided. What happened Mr K had two credit cards with NewDay. Mr K phoned NewDay regarding an issue he had with being charged inter... (2 pages)View decision -
Decision Reference DRN-6065028
3 Mar 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6065028 The complaint Miss N complains NewDay Ltd trading as Aqua (“NewDay”) lent to her and increased her credit limit, putting her into further financial difficulty. What happened In September 2020, Miss N applied for a credit card with NewDay. The application was approved, and s... (5 pages)View decision -
Decision Reference DRN-6155544
3 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6155544 The complaint Mrs S complains that NewDay Ltd trading as Aqua (NewDay) acted irresponsibly by lending to her. What happened Around January 2023 Mrs S applied for a revolving credit facility (credit card) with NewDay. Her application was successful with NewDay issuing a credi... (4 pages)View decision -
Decision Reference DRN-5941630
2 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5941630 The complaint Ms M is unhappy that NewDay Ltd (Fluid) have refused to refund her for transactions she said she didn’t authorise. What happened Ms M contacted Fluid in December 2024 to dispute two transactions made in November 2024 using her Fluid credit card. The first tran... (3 pages)View decision -
Decision Reference DRN-6141898
2 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6141898 Complaint Ms G has complained that NewDay Ltd (“NewDay”) irresponsibly provided credit cards as well as subsequent credit limit increases to her. She says that the credit cards and limit increases were unaffordable for her and caused her continued financial difficulty as she... (7 pages)View decision -
Decision Reference DRN-5891904
27 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5891904 The complaint Mrs W has complained about how NewDay Ltd (NewDay) handled her refund claim. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving the reasons for my d... (4 pages)View decision