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 2527 results
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Decision Reference DRN-5888901
22 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5888901 The complaint Miss M complains about the way NewDay Ltd trading as Marbles has handled her account whilst she’s been in a paydown plan. What happened Miss M holds a credit card account with NewDay. In June 2024 Miss M went onto a paydown plan with instalments of £12.25 per m... (2 pages)View decision -
Decision Reference DRN-5883650
22 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5883650 The complaint Miss I is unhappy that NewDay Ltd failed to follow an agreed enhanced security process on occasions when they contacted her. What happened The complaint circumstances are well known to both parties, so I don’t intend to list this chronologically and in detail.... (3 pages)View decision -
Decision Reference DRN-5676632
22 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5676632 The complaint Mr R complains that NewDay Ltd trading as Aqua (“Aqua”) was irresponsible in increasing his credit card limit, as it was unaffordable for him. What happened Mr R opened a credit card with Aqua in July 2021. The initial credit limit was £450. The credit limit w... (5 pages)View decision -
Decision Reference DRN-5898569
22 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5898569 The complaint Mr R complains that NewDay Ltd trading as Fluid irresponsibly lent to him. Mr R is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr R him... (4 pages)View decision -
Decision Reference DRN-5759838
22 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5759838 The complaint Ms K complains that NewDay Ltd trading as Aquacard lent to her irresponsibly. What happened In February 2018, Ms K applied for – and was given – a credit card with NewDay. An Initial credit limit of £450 was agreed. Since then, her limit was amended as follows:... (5 pages)View decision -
Decision Reference DRN-5846886
21 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5846886 The complaint Mr B complains that NewDay Ltd performed soft searches on his credit file without his permission. What happened Mr B discovered that NewDay had carried out soft searches on his credit file in May 2025. He was also concerned that the searches had been carried ou... (2 pages)View decision -
Decision Reference DRN-5657231
20 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5657231 The complaint Mrs S complains that NewDay Ltd trading as BIP (“NewDay”) irresponsibly provided her with a credit card and increased the limit three times. Mrs S is supported in bringing her complaint by a representative but for ease, I’ll refer to Mrs S throughout. What ha... (6 pages)View decision -
Decision Reference DRN-5892277
20 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5892277 The complaint Mr N complains that NewDay trading as Aqua have irresponsibly lent to him. What happened Mr N was approved for an Aqua credit card in November 2013 with a £250 credit limit. I have detailed the credit limit changes below: February 2017 £250 to £550 December 201... (6 pages)View decision -
Decision Reference DRN-5814461
17 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5814461 The complaint Miss R complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved her credit card application and later increased the limit. What happened Miss R applied for a Fluid credit card in January 2020. In her application, Miss R said she was emplo... (5 pages)View decision -
Decision Reference DRN-5889310
17 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5889310 The complaint Mrs C complaints that NewDay Ltd trading as John Lewis Partnership Credit Card declined claim under Section 75 of the Consumer Credit Act 1974 (‘Section 75’). What happened Mrs C engaged a contractor (‘X’) to carry out various plumbing and heating work on her h... (4 pages)View decision