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 2113 results
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Decision Reference DRN-1910560
6 Aug 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1910560 The complaintMr S complains that NewDay Ltd didn't close his Aqua credit card account when he asked it to. Instead, it sent him notice that it was reducing his credit limit. What happenedMr S had an Aqua credit card, which is issued and administered by NewDay. In August 20... (2 pages)View decision -
Decision Reference DRN1108977
2 Mar 2020 NewDay Ltd Not upheldBanking and creditMr M’s complaint against NewDay Ltd (NewDay) concerns how it handled his account when it knew he was going through difficulties.backgroundMr M had a loan with NewDay. In 2017 he made it aware he was having some heath difficulties which affected his work and income. Attempts were made to ag... (2 pages)View decision -
Decision Reference DRN-5138773
27 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5138773 The complaint Mr T complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. He wants all interest, fees and charges refunded along with interest. He also wants compensation for the distress and inconvenience he has been caused by how his complaint h... (4 pages)View decision -
Decision Reference DRN-4480087
4 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4480087 The complaint Mr W says NewDay Ltd, trading as Aquacard, irresponsibly lent to him. What happened Mr W took out a credit card in March 2014 with an opening limit of £250. As the parties are aware this complaint looks at the limit increases from July 2017 onwards. At that point ... (3 pages)View decision -
Decision Reference DRN1397851
11 Nov 2019 NewDay Ltd Not upheldBanking and creditMr D complains that NewDay Ltd, trading as aqua, imposed irrational restrictions on him when attempting to make debit card payments to his credit card account. He further complains about the poor customer service he received in relation to this matter. To keep matters simple, I’ll refer to... (2 pages)View decision -
Decision Reference DRN-4897769
2 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4897769 The complaint Ms H complains that NewDay Ltd lent to her by approving three cards for her and then increasing the credit limited on the cards over sustained periods of time. What happened Ms H was approved for three cards with NewDay and each had different credit limit incre... (8 pages)View decision -
Decision Reference DRN-2955123
18 Aug 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2955123 The complaint Mr F complains that NewDay Ltd irresponsibly allowed him to open three credit card accounts which were unaffordable and also increased the credit limit on one of the accounts. What happened Mr F says he opened three NewDay credit card accounts all of which were un... (3 pages)View decision -
Decision Reference DRN-4842420
10 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4842420 The complaint Mrs W is unhappy that NewDay Ltd trading as John Lewis Partnership Card declined her request for a credit limit increase and refused to tell her why. What happened In 2022 Mrs W opened a John Lewis credit card account with a credit limit of £300. Mrs W contacted N... (2 pages)View decision -
Decision Reference DRN-5382596
17 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5382596 The complaint Miss M complains that NewDay Ltd irresponsibly lent to her. What happened Miss M was approved for a credit card (which I will refer to as A in this decision), in November 2021 with a credit limit of £600. I have detailed the credit limit changes below: March 20... (5 pages)View decision -
Decision Reference DRN-5026806
9 Oct 2024 NewDay Ltd UpheldConsumer CreditDRN-5026806 The complaint Mr C, through a representative, says NewDay Ltd, trading as Aqua, irresponsibly lent to him. What happened Mr C applied for a credit card from NewDay in February 2020. It was approved with a limit of £450. He was then given four credit limit increases as set ou... (3 pages)View decision
