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-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 -
Decision Reference DRN-4171018
6 Jun 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4171018 The complaint Miss M says NewDay Ltd, trading as Aqua, irresponsibly lent to her. What happened Miss M applied for a credit card from NewDay in October 2017. It was approved with a limit of £600. She was given six subsequent credit limit increases, and one decrease, as set out ... (4 pages)View decision -
Decision Reference DRN2925946
14 Jun 2016 NewDay Ltd Not upheldBanking and creditMrs M, represented by Mr C, complained about the processes NewDay Ltd used when a customer’s account was locked out.backgroundIn February 2016, Mrs M couldn’t access her online account. She got a message saying ‘’password error.’’ She rang NewDay and was told her accoun... (2 pages)View decision -
Decision Reference DRN-4236229
20 Sep 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4236229 The complaint Mr B complains about NewDay Ltd’s handling of a claim he had made under section 75 of the Consumer Credit Act 1974 in respect of a mobile phone. What happened In July 2022 Mr B used the credit card he held with NewDay to purchase a new mobile phone that included a... (3 pages)View decision -
Decision Reference DRN4464945
12 Mar 2019 NewDay Ltd UpheldBanking and creditMr W complains that NewDay Ltd won’t honour a chargeback claim he’s made for a failed watch repair. backgroundMr W has a credit card with NewDay. In November 2017 he paid for a service to his watch. But he was disappointed when the watch was returned to him with a faul... (2 pages)View decision -
Decision Reference DRN3547818
28 Jan 2020 NewDay Ltd UpheldBanking and creditComplaintMrs P complains that NewDay Ltd didn't provide her with the service they should have in regard to her credit account She says that they failed to waive interest and charges when she explained her financial situation and applied a default when a repayment plan was in place.Bac... (3 pages)View decision -
Decision Reference DRN-3443514
29 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3443514 The complaint Miss B complains about the way NewDay Ltd trading as Fluid managed her account and for providing her with misleading information. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dis... (2 pages)View decision -
Decision Reference DRN7039265
6 Jun 2018 NewDay Ltd Not upheldBanking and creditMr D complains his account with NewDay Ltd doesn’t show accurate information.backgroundMr D had a credit card account that was provided by NewDay. But he said it didn’t show the correct available balance when he viewed it online. He checked his previous and pending tr... (2 pages)View decision -
Decision Reference DRN9444383
22 Nov 2017 NewDay Ltd Not upheldBanking and creditMr V complains that NewDay Ltd (trading as Marbles Credit Card) ignored the letter he sent it in September 2016 to explain his personal circumstances had temporarily changed. backgroundMr V’s new circumstances meant he wasn’t able to make any financial payments from... (2 pages)View decision -
Decision Reference DRN-5161106
20 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5161106 The complaint Ms M has complained that NewDay Ltd, trading as Aqua (“NewDay”), irresponsibly granted her a credit card account, and subsequently increased the credit limit, which she couldn’t afford to repay. What happened Ms M took out a credit card with NewDay on 13 April... (4 pages)View decision
