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-5445837
11 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5445837 The complaint Mr J complains that NewDay Ltd was irresponsible in its lending to him. He wants all interest and charges refunded along with statutory interest and any adverse information recorded about his account removed from his credit file. Mr J is represented by a third ... (3 pages)View decision -
Decision Reference DRN3928117
10 Jun 2015 NewDay Ltd Not upheldBanking and creditMrs S complains that NewDay Ltd will not send her a cheque for the credit balance on her account.backgroundMrs S had a store card which was taken over by NewDay in 2014. The business wrote to Mrs S and told her that there was a credit balance of £1.90 and asked ... (1 page)View decision -
Decision Reference DRN-4986237
3 Sep 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4986237 The complaint Miss C complains that NewDay Limited, trading as Aqua, lent to her irresponsibly when it increased the credit limit on her credit card and that the credit was unaffordable for her. What happened Miss C applied to New Day for an Aqua credit card in November 2020... (4 pages)View decision -
Decision Reference DRN7353265
15 May 2018 NewDay Ltd Not upheldBanking and creditMr S complains about the fees charged by NewDay Ltd when he bought bitcoin.backgroundMr S has had a credit card with NewDay since 2014. And he’s unhappy NewDay charged cash advance fees when he used his card to buy bitcoin.NewDay says the terms and conditions of M... (2 pages)View decision -
Decision Reference DRN-3571410
27 Jul 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3571410 The complaint Miss M complains that NewDay Ltd trading as Aqua (‘NewDay’) irresponsibly gave her a credit card account that she couldn’t afford. What happened In November 2017, Miss M applied for a credit card account with NewDay. She was given an initial credit limit of £300. ... (2 pages)View decision -
Decision Reference DRN-3705219
22 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3705219 The complaint Ms P complains that NewDay Ltd irresponsibly provided her with two credit card accounts and subsequently increased the credit limits for both over time. She says had it completed reasonable and proportionate checks it would have identified both the issuing of the ... (8 pages)View decision -
Decision Reference DRN-5157429
24 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5157429 The complaint Mr M complains that NewDay Ltd trading as Aqua, increased his credit limits on the credit card it had approved for him without carrying out the right checks. Mr M says that if it had done the correct checks, it would have seen that he was a heavy gambler and he... (5 pages)View decision -
Decision Reference DRN-3190357
13 Jan 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3190357 The complaint Mrs M complains NewDay Ltd (NewDay) failed to honour a claim she brought under section 75 of the Consumer Credit Act 1974 (“CCA”). The complaint was brought to us by Mr and Mrs M however the payment in dispute was made from Mrs M’s credit card so I will mainly be ... (4 pages)View decision -
Decision Reference DRN0299528
31 Jul 2019 NewDay Ltd Not upheldBanking and creditMiss G complains that NewDay Ltd mismanaged her Aqua credit card account after a payment break. backgroundMiss G has an Aqua credit card, issued by NewDay. Due to a temporary change in her circumstances, she agreed a payment break for two months, ending at the end of November 2018. During ... (2 pages)View decision -
Decision Reference DRN-3729432
7 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3729432 The complaint Mrs B complains that NewDay Ltd trading as Fluid irresponsibly provided her with, and increased the limit on, a credit card that she couldn’t afford the repayments on. What happened NewDay provided Mrs B with a credit card and increased the limit as follows: Date ... (3 pages)View decision
