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 DRN4916939
29 Apr 2019 NewDay Ltd Not upheldBanking and creditMr D’s unhappy that NewDay Ltd sold his account to a third party. background Mr D says he agreed with NewDay to make six monthly £100 payments to get his credit card account back within its limit. But in the fourth month he found out his account wasn’t accessible,... (2 pages)View decision -
Decision Reference DRN9803939
28 Jan 2019 NewDay Ltd UpheldBanking and creditMr W complains that NewDay Ltd has unfairly recorded and refused to remove adverse information on his credit file in relation to a finance arrangement he had with it.backgroundI recently issued my provisional conclusions setting out the events leading up to this com... (4 pages)View decision -
Decision Reference DRN-4682516
31 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4682516 The complaint Mr L complains about the way NewDay Ltd, trading as Aqua, managed his credit card account. What happened Mr L held a credit card with NewDay until 2022, when the agreement was terminated. Prior to termination, Mr L had missed several repayments and been sent ... (3 pages)View decision -
Decision Reference DRN0165806
22 May 2015 NewDay Ltd UpheldBanking and creditMr W complains that NewDay Ltd incorrectly applied charges to his account and provided him with poor service when dealing with his complaint. backgroundIn November 2014, Mr W says that he tried to make an online payment for the full balance on his account but the paym... (2 pages)View decision -
Decision Reference DRN3494539
8 May 2018 NewDay Ltd Not upheldBanking and creditMs J is unhappy that NewDay Ltd (“NewDay”) is going to cancel her store card because of the amount of time since she last used it. She thinks she should be able to choose how often she uses the card. backgroundMs J took out a store card in 2010. The card is for ... (2 pages)View decision -
Decision Reference DRN-5534644
20 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5534644 The complaint Miss C complains NewDay Ltd trading as Fluid (NewDay) acted irresponsibly when it provided her with a credit card facility and subsequently increased the limits on that credit card account. What happened Miss C says in April 2022 NewDay approved a credit card a... (3 pages)View decision -
Decision Reference DRN-2690772
17 Mar 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2690772 The complaint Mrs P has complained NewDay Ltd, trading as Aqua, won’t refund monies she spent on share trading when she didn’t get the service she was promised. What happened In 2017 Mrs P was cold-called by a foreign-based company offering her investment options. She understoo... (4 pages)View decision -
Decision Reference DRN-5287893
10 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5287893 The complaint Mr T has complained that NewDay Ltd acted irresponsibly when it provided him with two credit cards in 2020 and 2022. Background Mr T applied for a ‘Marbles’ credit card with NewDay in August 2020. His application was approved, and he was provided with a card wi... (3 pages)View decision -
Decision Reference DRN0037577
19 Dec 2019 NewDay Ltd UpheldBanking and creditMr A complains about the handling of his credit card account by NewDay Ltd (“NewDay”).background Mr A says he’s had his account for a number of years. In March or April 2018 he told NewDay he was in financial difficulty and was unable to make the minimum payment. He completed an income and... (2 pages)View decision -
Decision Reference DRN-2067372
6 Aug 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2067372The complaintMs G complains about how NewDay Ltd trading as Aqua responded to her request for helpwith her credit card account during extremely difficult personal circumstances.What happenedMs G told us about tragic circumstances she experienced, which I won’t record here. Those... (3 pages)View decision