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 2284 results
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Decision Reference DRN-5509314
22 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5509314 The complaint Mr K complains NewDay Ltd trading as NewPay (“NewDay”) didn’t carry out proportionate checks when lending to him, and the lending was unaffordable. Mr K is represented by a professional third party, but for ease of reference I’ll mostly refer to Mr K throughou... (3 pages)View decision -
Decision Reference DRN4845689
4 Oct 2019 NewDay Ltd Not upheldBanking and creditMr R complains about how NewDay Ltd dealt with a disputed credit card transaction.backgroundMr R says he told NewDay about a disputed transaction of about £55 that was later refunded to him. He says NewDay asked him to complete a form which he did and sent it back to NewDay. Mr R says he ... (2 pages)View decision -
Decision Reference DRN-3085365
4 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3085365 The complaint Miss H said she’d asked NewDay Ltd to cancel her card, and set up a payment plan for her. But she said it hadn’t done that. Miss H wanted NewDay to remove all the interest and charges on her account from 11 January 2021, and set up the plan she’d asked for then. ... (4 pages)View decision -
Decision Reference DRN-4684866
22 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4684866 The complaint Mr E complains about interest applied to his account by NewDay Ltd trading as AO Finance (“NewDay”). He says no interest should have been charged because he was on an interest- free promotion. What happened In 2021, Mr E opened a credit account. The credit was pro... (3 pages)View decision -
Decision Reference DRN-2274716
3 Nov 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2274716 The complaint Mrs C complains that NewDay Ltd trading as Aqua (‘NewDay’) acted irresponsibly when they provided her a credit card in February 2017. Mrs C also complains that NewDay didn’t consider her gambling addiction when offering her the card. What happened Mrs C applied fo... (3 pages)View decision -
Decision Reference DRN-4311330
22 Aug 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4311330 The complaint Ms L complains that NewDay Ltd completed a balance transfer from her credit card account to another credit card account when she wanted a money transfer. What happened In January 2022, Ms L called NewDay and asked if she could make a money transfer to her current ... (2 pages)View decision -
Decision Reference DRN-1747172
19 Jun 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1747172 The complaintMr G makes a number of complaints about NewDay Ltd following the registering of a default on his credit file. What happenedMr G says he held an account,with a bank I will call “S”,that was closed in 2013 following his financial difficulties. He says he entered into... (3 pages)View decision -
Decision Reference DRN-2275529
16 Nov 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2275529 The complaint Mr L complains that NewDay Ltd delayed in recording a default on his credit file. What happened Mr L told us that he was taken very seriously ill in 2018. He told NewDay about this in early August 2018. But he said that it had only applied a default for his card d... (3 pages)View decision -
Decision Reference DRN-3115895
11 Jan 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3115895 The complaint Mr E complains that NewDay Ltd trading as Opus (“NewDay”) unfairly charged interest on his account once his payment holiday ended. Mr E wants to continue with his agreed monthly repayment. What happened Mr E held a credit card with NewDay. In March 2019, NewDay pl... (3 pages)View decision -
Decision Reference DRN-2847902
21 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2847902 The complaint Mr A complains New Day Ltd trading as Marbles (NewDay) lent to him irresponsibly. What happened Mr A applied for a credit card with NewDay and it agreed a relatively small credit limit. Over a short space of time NewDay increased Mr A’s credit limit to close to fi... (3 pages)View decision
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