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-2488786
12 Jan 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2488786 The complaint Ms P complains that NewDay Ltd terminated her credit card account whilst a payment break had been agreed. What happened Ms P got in touch with NewDay in March 2020 to inform them that she was undergoing treatment for an illness, and asked for a payment break for h... (3 pages)View decision -
Decision Reference DRN0037577
19 Dec 2019 NewDay Ltd UpheldBanking and creditMr A complains about the handling of his credit card account by NewDay Ltd (“NewDay”).background Mr A says he’s had his account for a number of years. In March or April 2018 he told NewDay he was in financial difficulty and was unable to make the minimum payment. He completed an income and... (2 pages)View decision -
Decision Reference DRN-5706440
15 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5706440 The complaint Ms S complains that NewDay Ltd trading as Fluid (NewDay) failed to refund her through its disputes process and says it sent her another customer’s information. What happened Using her credit card with NewDay Ms S made a payment to a mechanics (who I’ll call V)... (3 pages)View decision -
Decision Reference DRN-5312983
7 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5312983 The complaint Mr S complains that NewDay Ltd didn’t do enough to safeguard him when he was gambling and spending high volumes with an overseas online ‘mystery box’ seller. What happened Mr S had five credit cards with NewDay under the brand names, Pulse, Fluid and Aqua. In J... (3 pages)View decision -
Decision Reference DRN-5534644
20 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5534644 The complaint Miss C complains NewDay Ltd trading as Fluid (NewDay) acted irresponsibly when it provided her with a credit card facility and subsequently increased the limits on that credit card account. What happened Miss C says in April 2022 NewDay approved a credit card a... (3 pages)View decision -
Decision Reference DRN-4682516
31 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4682516 The complaint Mr L complains about the way NewDay Ltd, trading as Aqua, managed his credit card account. What happened Mr L held a credit card with NewDay until 2022, when the agreement was terminated. Prior to termination, Mr L had missed several repayments and been sent ... (3 pages)View decision -
Decision Reference DRN9803939
28 Jan 2019 NewDay Ltd UpheldBanking and creditMr W complains that NewDay Ltd has unfairly recorded and refused to remove adverse information on his credit file in relation to a finance arrangement he had with it.backgroundI recently issued my provisional conclusions setting out the events leading up to this com... (4 pages)View decision -
Decision Reference DRN-2067372
6 Aug 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2067372The complaintMs G complains about how NewDay Ltd trading as Aqua responded to her request for helpwith her credit card account during extremely difficult personal circumstances.What happenedMs G told us about tragic circumstances she experienced, which I won’t record here. Those... (3 pages)View decision -
Decision Reference DRN3078547
18 Oct 2018 NewDay Ltd UpheldBanking and creditMr D complains that a link he was sent by NewDay Ltd (“NewDay”) directed him to adult content rather than the password reset he had expected.backgroundIn July 2017 Mr D tried to reset his password on his NewDay account. He couldn’t access the links he was given by ... (2 pages)View decision -
Decision Reference DRN7152301
23 Jan 2017 NewDay Ltd Not upheldBanking and creditMiss W complains that NewDay Limited won’t refund to her the money that she paid for a bed and mattress. Her complaint is made against NewDay under section 75 of the Consumer Credit Act 1974. backgroundMiss W used a store credit card provided by NewDay to pay £219... (2 pages)View decision