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-3890261
27 Mar 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3890261 The complaint Mr S complains about how NewDay Ltd (“NewDay”) responded when he asked it to help him obtain a refund of a fee he paid using his NewDay credit card. What happened Mr S bought airline tickets using a credit card provided by a third party bank I will call “H”. Mr S ... (4 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 -
Decision Reference DRN-3974335
20 Feb 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3974335 The complaint Mrs F complains that NewDay Ltd shouldn't have accepted her credit card applications and increased the credit limit on her credit card accounts as the lending was both unaffordable and irresponsible. What happened Mrs F is represented in this complaint. Howev... (5 pages)View decision -
Decision Reference DRN2989388
22 Feb 2017 NewDay Ltd UpheldPayment protection insurance (PPI)Mr W says that NewDay Ltd (NewDay) (trading as Opus) mis-sold him a credit card payment protection insurance (PPI) policy. backgroundMr W bought the PPI policy in 1997 when he took out a credit card by post. The cost of the policy was 59p for each £100 he owed on ... (2 pages)View decision -
Decision Reference DRN4420117
14 May 2019 NewDay Ltd Not upheldBanking and creditMr G is unhappy that NewDay Ltd didn’t do more to help when he got into financial difficulties.backgroundMr G says he took out a store card with NewDay many years ago and got into financial difficulty around 2008 due to ill-health. He could only afford to make the mini... (2 pages)View decision -
Decision Reference DRN5152037
11 Feb 2020 NewDay Ltd Not upheldBanking and creditMr R complains about his Aqua credit card, which is provided by NewDay Ltd.backgroundMr R opened his credit card account in October 2017. Since then he’s made a number of complaints.The specific issues Mr R has asked us to look at relate to: Not being able to use his card at cash machines... (4 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-3150685
3 Dec 2021 NewDay Ltd UpheldConsumer CreditDRN-3150685 The complaint Mr M complains that NewDay Ltd should have refunded the cost of a faulty phone he bought using a credit card they provided. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giving ... (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 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
