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-2242249
16 Oct 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2242249 The complaint Mr A complains that NewDay Ltd didn’t treat him fairly when he experienced financial difficulties. What happened Mr A had a credit card account with NewDay. He experienced financial difficulties after a change in his personal circumstances which impacted on his he... (5 pages)View decision -
Decision Reference DRN-5447066
1 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5447066 The complaint Mrs F complains that NewDay Ltd trading as Fluid (‘NewDay’) increased the interest rate on her credit card account twice and didn’t give a valid reason for doing so. Mrs F’s also unhappy that NewDay didn’t engage with her concerns when she sent them letters by... (5 pages)View decision -
Decision Reference DRN-4023089
14 Mar 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4023089 The complaint Mrs J complains that NewDay Ltd trading as Marbles (“NewDay”) was irresponsible when it offered her a credit facility and later increased her credit limit. What happened NewDay opened a credit card account for Mrs J in December 2020 with a credit limit of £900. Th... (3 pages)View decision -
Decision Reference DRN2448168
7 Sep 2017 NewDay Ltd UpheldBanking and creditMrs B complains that NewDay Ltd will no longer let her pay her store card using a credit card.backgroundMrs B has a store card. In 2014, the provider who manages the card changed, and NewDay took over. She said she was told that nothing would change. But Mrs B said... (3 pages)View decision -
Decision Reference DRN1639666
1 Oct 2019 NewDay Ltd UpheldBanking and creditComplaintMr M has complained about NewDay Ltd and their decision to register a default against his credit file.BackgroundMr M contacted NewDay in March 2018 and entered into a fair treatment arrangement (FTA). NewDay accepted a re-payment plan, agreeing to halt any further interest and cha... (3 pages)View decision -
Decision Reference DRN-5649957
3 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5649957 The complaint Mr S complains about the actions of NewDay Ltd trading as Fluid Credit Card when he lost money to what he says was a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of ... (2 pages)View decision -
Decision Reference DRN-3037486
8 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3037486 The complaint Ms H complains about lending made to her by NewDay Ltd trading as Fluid Mastercard. What happened Ms H said that NewDay had lent her money she couldn’t afford to pay back. She said that she was struggling to make payments on time, and she had missed payments due t... (3 pages)View decision -
Decision Reference DRN-3176404
23 Nov 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3176404 The complaint Mr and Mrs R are bringing this complaint on behalf of their late son, M, against NewDay Ltd (NewDay). They believe NewDay acted irresponsibly in giving M a credit card and subsequent credit increase. What happened Mr R said that NewDay agreed a credit for M in Apr... (4 pages)View decision -
Decision Reference DRN-5975867
22 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5975867 The complaint Miss H complains that NewDay Ltd trading as Aqua (NewDay) irresponsibly provided her with credit on several occasions, which she could not afford to repay. What happened In February 2020, Miss H applied for a credit card with NewDay. She was given an initial c... (4 pages)View decision -
Decision Reference DRN0180856
11 Dec 2018 NewDay Ltd UpheldBanking and creditMr Q complains about the time taken by NewDay Ltd to deal with a refund to his card account and that he was given incorrect information about this.backgroundMr Q was due a refund of £1,251.45 for an item he had previously purchased with his card. He contacted NewDay ... (2 pages)View decision