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
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Decision Reference DRN-3804287
17 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3804287 The complaint Mrs B complains about a credit card account she has with NewDay Ltd and in particular, the way that NewDay has dealt with a claim made under Section 75 of the Consumer Credit Act (S75). Mrs B is represented in the complaint by Mr S but for ease I have referred to ... (6 pages)View decision -
Decision Reference DRN-5607278
2 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5607278 The complaint Ms B complains NewDay Ltd Trading as Fluid (NewDay) failed to carry out sufficient financial checks before it approved a credit card account for her. What happened Ms B says she applied for a credit card with NewDay around three years ago at a time when she was... (3 pages)View decision -
Decision Reference DRN-3065610
29 Sep 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3065610 The complaint Mr M complains that he was given misleading information by NewDay Ltd. What happened Mr M says NewDay agreed a six-month payment plan with him and said he needed to make a payment by 25 July 2019. He says he did so and made the required six payments but NewDay tol... (2 pages)View decision -
Decision Reference DRN5336605
6 Mar 2019 NewDay Ltd UpheldPayment protection insurance (PPI)This complaint is about a credit card payment protection insurance (PPI) policy taken out in 1997. Mr S says NewDay Ltd mis-sold him the PPI.my findingsI’ve considered all the available evidence and arguments to decide what is fair and reasonable in the circumstance... (2 pages)View decision -
Decision Reference DRN3550806
20 Oct 2020 NewDay Ltd UpheldBanking and creditMrs W complains on behalf of the estate of Mr W. She says that New Day Ltd (trading as Debenhams Mastercard) irresponsibly provided a credit card facility to her late father. Mrs W also says NewDay provided poor customer service during the complaint process. background In June 2015, NewDay... (3 pages)View decision -
Decision Reference DRN-3757746
25 Oct 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3757746 The complaint Mr M has complained that NewDay Ltd trading as Aqua irresponsibly lent to him. What happened Mr M opened a credit card account with NewDay (trading as Aqua) in April 2021. His credit limit was £900. In August 2021 it was increased to £1,200. Mr M is represented by... (2 pages)View decision -
Decision Reference DRN-5827272
17 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5827272 The complaint Mr D complains that NewDay Ltd didn’t carry out appropriate affordability checks and lent to him irresponsibly when it increased credit limits on his three credit card accounts. What happened The detailed background to this complaint is well known to both parti... (3 pages)View decision -
Decision Reference DRN-3801438
14 Dec 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3801438 The complaint Mr B says NewDay Ltd irresponsibly lent to him. What happened This complaint is about two credit cards provided by NewDay Ltd to Mr B. It seems the Aqua account opened in January 2013 with a credit limit of £250. This account had a number of credit increases over ... (4 pages)View decision -
Decision Reference DRN-2951154
30 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2951154 The complaint Miss G complains that NewDay Limited won’t refund to her the money that she paid for a sofa. What happened Miss G used a credit card provided by NewDay in May 2018 to pay £207 towards the total cost of £3,707 for a new sofa. The sofa was delivered to her in July 2... (3 pages)View decision -
Decision Reference DRN-4652735
21 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4652735 The complaint Mr C complains that NewDay Ltd recorded an incorrect default date on his credit file. What happened Mr C held an Aqua credit card account with NewDay. In September 2017 he went into debt management plan. Mr C later discovered that NewDay recorded that the account ... (3 pages)View decision