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 2421 results
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Decision Reference DRN-5632894
17 Jul 2025 NewDay Ltd Not upheldConsumer CreditDRN-5632894 The complaint Mrs B complains that NewDay Ltd trading as AO Finance (NewDay) acted irresponsibly in agreeing to credit she said was unaffordable for her. What happened In December 2021 Mrs B applied for a revolving credit facility with NewDay. Her application was successful ... (3 pages)View decision -
Decision Reference DRN-5712431
24 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5712431 The complaint Mrs W complains that NewDay Ltd have irresponsibly lent to her. What happened Mrs W was approved for a NewDay branded credit card in January 2020 (which I will refer to as A in this decision). A was approved with a £900 credit limit. I have detailed the credit ... (5 pages)View decision -
Decision Reference DRN8145815
27 Apr 2020 NewDay Ltd UpheldBanking and creditMr D is unhappy that he’s been charged interest by NewDay Ltd (trading as ‘Aqua’) on a default fee plan.backgroundI sent my provisional decision to both parties on 24 March 2020. A copy of this is attached below and forms part of this final decision. In it I explained why I thought this co... (4 pages)View decision -
Decision Reference DRN5748377
7 Jun 2019 NewDay Ltd UpheldBanking and creditMr D complains that NewDay Ltd have refused to refund him for goods he purchased with his store card.backgroundI sent my provisional decision to both parties on 30 April 2018. A copy of this is attached and forms part of this final decision. In it I set out the ba... (4 pages)View decision -
Decision Reference DRN0938422
28 Sep 2016 NewDay Ltd Not upheldBanking and creditMr S complains that NewDay Limited didn’t investigate a payment that had been charged to his credit card account and that it has defaulted the account and sold the debt to a third party.backgroundMr S had a store card account. He changed address in January 2014 and s... (2 pages)View decision -
Decision Reference DRN-3130260
5 Nov 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3130260 The complaint Miss A complains that NewDay Ltd should have defaulted her account between 2009/10 but didn’t do so. She would like a default applied from October 2009 and compensation. What happened The details of this complaint are well known to both parties, so I won’t repeat ... (2 pages)View decision -
Decision Reference DRN-5770862
22 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5770862 The complaint Mr C complains about the way NewDay Ltd handled his request for a refund. What happened In September 2024, Mr C contacted NewDay to raise a dispute for a transaction he made on his NewDay credit card in June 2024 for £779. This was for issues he experienced dur... (2 pages)View decision -
Decision Reference DRN7287284
17 Jun 2016 NewDay Ltd UpheldBanking and creditMr H thinks that NewDay Ltd should have provided him with more help than it did when he told it that he was having financial difficulties and struggling to meet the monthly payments on his credit card.backgroundMr H has had a credit card with NewDay since 2008. H... (2 pages)View decision -
Decision Reference DRN-5415838
3 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5415838 The complaint Miss C complains that NewDay Ltd (NewDay) were insensitive and unsupportive when she was vulnerable following the loss of her parents. What happened Miss C called NewDay on 14 February 2024 and told them her parents had died and that she’d been made homeless. S... (3 pages)View decision -
Decision Reference DRN0645248
2 Aug 2017 NewDay Ltd Not upheldBanking and creditMr A complains that NewDay Ltd defaulted his credit card account and passed it to a debt collection agency.backgroundMr A opened a credit card account with Aqua with a credit limit of £3400. By the end of May 2016 the balance had reached £3,475.28. The balance rem... (2 pages)View decision
