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-5539344
12 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5539344 The complaint Miss H complains NewDay Ltd trading as Pulse (“NewDay”) irresponsibly lent her a credit card and increased the credit limit on a number of occasions without completing sufficient checks. Miss H is being represented by a professional third party, but for ease o... (3 pages)View decision -
Decision Reference DRN-5501223
2 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5501223 The complaint Miss S complains that NewDay Ltd irresponsibly lent to her. What happened Miss S was approved for a branded NewDay credit card (which I will refer to as A in this decision) in August 2021, with a £900 credit limit. Miss S was approved for another branded NewDay... (3 pages)View decision -
Decision Reference DRN-5126175
5 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5126175 The complaint Mrs G complains that NewDay Ltd trading as Fluid (“NewDay”) was irresponsible to open a credit account for her and to later increase the credit limit. Mrs G has brought her complaint via a representative but I will refer to her throughout for simplicity. What... (5 pages)View decision -
Decision Reference DRN-5588952
28 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5588952 The complaint Mr L complains NewDay Ltd trading as BIP (NewDay) failed to carry out reasonable credit checks before approving a credit account for him. What happened Mr L says NewDay approved a credit account for him at a time when he already had high levels of external revo... (3 pages)View decision -
Decision Reference DRN9375315
13 Mar 2019 NewDay Ltd Not upheldBanking and creditMr S complains that NewDay Ltd lent irresponsibly when it approved a credit card in 2015. Mr S also complains that he didn’t know a default had been applied in 2016. backgroundMr S applied for a NewDay credit card in 2015 and it was approved. In August 2016 Mr S m... (2 pages)View decision -
Decision Reference DRN-5691390
11 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5691390 The complaint Mr B complains NewDay Ltd trading as Aqua (NewDay) failed to carry out sufficient financial checks before it approved a credit card account for him. What happened Mr B says NewDay approved a credit card account for him in January 2021 with a credit limit of £90... (3 pages)View decision -
Decision Reference DRN-3015664
26 Aug 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3015664 The complaint Mr P complained that NewDay Ltd trading as Aqua offered him a refund of fees, but didn’t pay that, and instead kept charging him additional fees. He said he complained, but NewDay never responded, it just applied a default to his account without warning. What happ... (5 pages)View decision -
Decision Reference DRN-2176393
14 Oct 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-2176393 The complaint Mr S complains that NewDay Ltd trading as Aqua has unfairly recorded a marker at CIFAS, the national fraud database. What happened Mr S sent NewDay a cheque for £3,100 dated 25 June 2019 to pay to his credit card account. That cheque was returned unpaid. But befor... (3 pages)View decision -
Decision Reference DRN9141021
10 Jul 2018 NewDay Ltd Not upheldBanking and creditMr B complains about how NewDay Ltd processed a refund onto his card.backgroundMr B said that he has a store branded credit card provided by NewDay. He said that when he gets a refund from the store, NewDay doesn’t reduce the monthly direct debit payment to take accou... (3 pages)View decision -
Decision Reference DRN-5573674
11 Jun 2025 NewDay Ltd Not upheldConsumer CreditThe complaint Mrs S complains that NewDay Ltd trading as Aqua (NewDay) acted irresponsibly in opening a credit card account and subsequently increasing her credit limit. What happened In July 2018 Mrs S applied for a credit card with NewDay. Her application was successful and NewDay applie... (3 pages)View decision