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 2568 results
-
Decision Reference DRN-2751303
3 May 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2751303 The complaint Mr A complains that he was unable to access his NewDay Ltd account whilst abroad. What happened Mr A says he couldn’t access his account online or via his banking application (app) whilst in the Ukraine. He says he called NewDay from Ukraine and spent 90 minutes o... (2 pages)View decision -
Decision Reference DRN5480659
28 Jan 2016 NewDay Ltd UpheldBanking and creditMrs A says after the amount of trouble and upset NewDay Ltd caused when it lost her monthly credit card payment, she should get more compensation.backgroundIn February 2015 Mrs M’s credit card payment went missing when it was sent to NewDay by her debt management co... (2 pages)View decision -
Decision Reference DRN-5330015
2 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5330015 The complaint Miss B complains NewDay Ltd lent to her irresponsibly when they approved her application for a credit card. Miss B is represented by a claims management company in this complaint, but I’ll refer to her throughout my decision. What happened Miss B complains Ne... (3 pages)View decision -
Decision Reference DRN6934731
14 Mar 2018 NewDay Ltd Not upheldBanking and creditMiss J has complained that NewDay Ltd charged her late payment fees, interest and added negative entries to her credit file. backgroundMiss J ordered a number of dresses from a retailer on her store card provided by NewDay. Miss J returned the ordered items and request... (2 pages)View decision -
Decision Reference DRN-4489986
2 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4489986 The complaint Mr T complains NewDay Ltd reduced the limit on his credit card, but never told him why. What happened In June 2023 Mr T was contacted by NewDay and told by them they were reducing his credit limit. Mr T explained he was, unfortunately, going through some difficult... (2 pages)View decision -
Decision Reference DRN-5382821
10 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5382821 The complaint Mr L complains that NewDay Ltd irresponsibly lent to him. Mr L is represented by a solicitor’s firm 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 L himself. What happened Mr L w... (6 pages)View decision -
Decision Reference DRN8197104
26 Nov 2014 NewDay Ltd Not upheldBanking and creditMs G has complained about the limitations NewDay Ltd has placed on using her store card account – both in blocking her account and only using telephone or letters to communicate with her.backgroundMs G has had one specific store card account since 1997. This is now managed by NewDay. As ... (2 pages)View decision -
Decision Reference DRN-5699397
17 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5699397 The complaint Miss J complains that NewDay Ltd, trading as Fluid, acted irresponsibly when they didn’t notice her gambling and kept on increasing her credit card limit. What happened Miss J took out a credit card with NewDay in October 2022 with a credit limit of £2,500. N... (6 pages)View decision -
Decision Reference DRN5546020
20 Jan 2020 NewDay Ltd Not upheldBanking and creditMr T complains that NewDay Ltd won’t refund payments made on his credit cards that he says he didn’t authorise.backgroundMr T has two credit cards with NewDay. In August and September 2018, payments were made from these accounts to two gambling companies. The total value of the payments wa... (4 pages)View decision -
Decision Reference DRN-5524470
17 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5524470 The complaint Miss L complains NewDay Ltd trading as Aqua (NewDay) didn’t sufficiently check whether she could afford to sustain the repayments when they agreed to lend to her. In bringing her complaint Miss L is represented by a third party. For ease of reading I will only ... (3 pages)View decision