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-3807433
21 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3807433 The complaint Mrs D says NewDay Ltd, trading as Aqua, irresponsibly lent to her. What happened Mrs D applied for a card in July 2018. She was approved and given a £300 limit. Her credit limit was never increased. Mrs D says NewDay should never have given her this unaffordable c... (2 pages)View decision -
Decision Reference DRN-3701077
31 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3701077 The complaint Mrs E complains about how NewDay Ltd trading as Amazon Card (‘NewDay’) handled a claim she made to it about a transaction on her credit card. What happened In January 2021 Mrs E paid £473.55 (for flights due to take place that June) using her NewDay credit card. M... (3 pages)View decision -
Decision Reference DRN-3625101
10 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3625101 The complaint Mrs K complains that NewDay Ltd trading as Evans Mastercard (“NewDay”) upgraded her store card account to a credit card account against her wishes. What happened Mrs K held an Evans branded store card for a number of years. More recently, NewDay provided and manag... (3 pages)View decision -
Decision Reference DRN0089135
25 Aug 2016 NewDay Ltd UpheldBanking and creditMrs A complains that NewDay Ltd. refused to increase her credit limit due to an error in their records.backgroundMrs A said she’d asked NewDay to increase her credit limit several times but was refused and given a variety of generic reasons. It later became clear t... (2 pages)View decision -
Decision Reference DRN-5699397
17 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5699397 The complaint Miss J complains that NewDay Ltd, trading as Fluid, acted irresponsibly when they didn’t notice her gambling and kept on increasing her credit card limit. What happened Miss J took out a credit card with NewDay in October 2022 with a credit limit of £2,500. N... (6 pages)View decision -
Decision Reference DRN8522663
13 Mar 2019 NewDay Ltd UpheldPayment protection insurance (PPI)This complaint is about a payment protection insurance (PPI) policy taken out with a credit card in 1996. Mr B says NewDay Ltd mis-sold him the PPI.my findingsI’ve considered all the available evidence and arguments to decide what is fair and reasonable in the cir... (2 pages)View decision -
Decision Reference DRN7377913
3 Aug 2018 NewDay Ltd UpheldBanking and creditMiss H complains that NewDay Ltd (trading as Aqua) has not returned a credit balance on her credit card account.backgroundMiss H arranged a payment to her card account from a different business in June 2017. This meant her card account with NewDay went into credit. It... (2 pages)View decision -
Decision Reference DRN-5574373
5 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5574373 The complaint Miss M complains NewDay Ltd trading as Aqua (NewDay) failed to carry out affordability checks before it approved a credit card facility and subsequently increased the credit limits on that credit card account. What happened Miss M says she took out an Aqua cred... (4 pages)View decision -
Decision Reference DRN-3895891
26 Apr 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3895891 The complaint Mr L complains that NewDay Ltd failed to protect his account and initially held him liable for the debt caused by fraudulent transactions on his account. There was then a failure to properly administer the account for several months. What happened Mr L held a cred... (4 pages)View decision -
Decision Reference DRN-2971706
9 Sep 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2971706 The complaint Mr K complains that NewDay Ltd (“NewDay”) is holding him liable for an online transaction which he says he didn’t make or otherwise authorise. What happened The circumstances of this complaint are well known to both parties, so I won’t repeat them all again here i... (3 pages)View decision