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-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 -
Decision Reference DRN-5786879
17 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5786879 The complaint With the help of a professional representative (PR), Mr S complains that NewDay Ltd trading as Aqua lent to him irresponsibly. For ease, I’ll refer to the actions of the PR as being those of Mr S. What happened Mr S applied for and received a credit card with N... (4 pages)View decision -
Decision Reference DRN-5583268
17 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5583268 The complaint NewDay Ltd trading as Aqua increased his credit limit from £2,100 to £3,600. Mr B says the increased credit limit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The fac... (2 pages)View decision -
Decision Reference DRN-5888790
16 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5888790 The complaint Mr F complains that NewDay Ltd lent irresponsibly when it approved three credit card applications he made and increased the limit on all the accounts. What happened The background to this complaint and my initial conclusions were set out in a provisional decis... (5 pages)View decision -
Decision Reference DRN-5887696
16 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5887696 The complaint Mr P complains that NewDay Ltd (NewDay) has treated him unfairly in relation to its obligations with regard to payments made using his credit card, and the handling of his account. What happened Mr P made a number of transactions using his credit card in Septem... (5 pages)View decision -
Decision Reference DRN-5763669
16 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5763669 The complaint Mr S complains NewDay Ltd trading as Fluid (“NewDay”) hasn’t done enough to help get a refund for a transaction made on his credit card. What happened In February 2025, Mr S paid a merchant which I’ll call “F” for access to its demo trading platform, via his N... (4 pages)View decision -
Decision Reference DRN-5772855
16 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5772855 The complaint Mr R complains NewDay Ltd irresponsibly provided him with a credit card. What happened NewDay provided Mr R with a credit card under its Marbles brand in April 2024. The original limit provided was for £1,200 which was increased to £1,700 in July 2024. Mr R co... (5 pages)View decision -
Decision Reference DRN-5850229
16 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5850229 The complaint Mr A says NewDay Ltd trading as Marbles (‘NewDay’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a credit card. And NewDay shouldn’t have increased the limits on the card. Mr A’s compl... (4 pages)View decision