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 DRN3196269
24 Jun 2016 NewDay Ltd UpheldBanking and creditMs P complains that NewDay Ltd (trading as Aqua) allowed an account to be fraudulently opened in Ms P’s name without her knowledge or consent. She wants compensation for the poor way the matter was handled and the upset this has caused.backgroundOn 27 July 2015... (3 pages)View decision -
Decision Reference DRN-3734257
6 Dec 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3734257 The complaint Ms B is unhappy how NewDay Ltd trading as Aqua (NewDay) handled her request for help to recover money following the cancellation of her son’s holiday. What happened On 23 October 2019 Ms B went with her son to arrange a trip abroad for him. They visited a travel a... (3 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 -
Decision Reference DRN-3658324
20 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3658324 The complaint Mrs W complains for and behalf of the estate of Mrs S that NewDay Ltd trading as Marbles (“NewDay”) was irresponsible when it provided the late Mrs S with a credit card and increased her credit limit on three occasions. What happened NewDay opened a credit card ac... (5 pages)View decision -
Decision Reference DRN-5521942
23 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5521942 Complaint Mr H has complained about credit cards and the associated credit limit increases which NewDay Ltd (“NewDay”) provided to him. He says the credit cards as well as the limit increases were provided without his circumstances and ability to repay being sufficiently che... (5 pages)View decision -
Decision Reference DRN2988351
15 Apr 2016 NewDay Ltd UpheldBanking and creditMrs B complains that NewDay Ltd recorded late payment markers on her credit file after it failed to update her address. background Mrs B says that she checked her credit report in October 2015 and realised that two late payment markers had been added by NewDay. Mrs B ... (2 pages)View decision -
Decision Reference DRN-2749514
28 Apr 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2749514 The complaint Ms R is unhappy that NewDay Ltd increased the credit limit on her account when such an increase was unaffordable for her. What happened In February 2019 Ms R opened a credit account with NewDay. The credit account had an initial credit limit of £450. Ms R has conf... (3 pages)View decision -
Decision Reference DRN3757510
3 May 2017 NewDay Ltd UpheldBanking and creditMrs A complains that NewDay Ltd (trading as Debenhams) reported incorrect information about her credit record which prevented her from remortgaging.backgroundMrs A applied for a joint remortgage in February 2016. The potential lender told her that it could not agree as s... (2 pages)View decision -
Decision Reference DRN-3615902
2 Sep 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3615902 The complaint Mr G complains about the way that NewDay Ltd dealt with his applications for credit cards and the dealings with his accounts. What happened Mr G applied for three credit cards with NewDay, along with a number of credit limit increases over the course of three and ... (4 pages)View decision -
Decision Reference DRN-5537049
1 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5537049 The complaint Mr G complains that NewDay Ltd trading as Marbles lent to him irresponsibly. What happened In May 2022 Mr G applied for a credit card with NewDay. NewDay approved the application and gave Mr G a credit card with a credit limit of £900. Mr G complained that NewD... (3 pages)View decision