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 2553 results
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Decision Reference DRN-2725519
8 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2725519 The complaint Mrs S complains that NewDay Ltd repeatedly increased her credit limit on two credit cards. She says none of that lending was affordable and caused her financial difficulties. What happened Mrs S had two credit cards with NewDay, one opened in 2013 and the other in... (5 pages)View decision -
Decision Reference DRN-4707701
28 Mar 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4707701 The complaint Miss L complains NewDay Ltd provided unclear information relating to what payments should be made towards her credit card. Miss L is also unhappy with how NewDay have been reporting her credit card to the credit reference agencies (CRAs). What happened I issued my... (7 pages)View decision -
Decision Reference DRN-3974402
20 Feb 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3974402 The complaint Mr J complains that NewDay Ltd should not have agreed his credit card applications or increased his credit limit as the lending was both unaffordable and irresponsible. What happened Mr J is represented in this complaint. However, for the sake of simplicity in thi... (4 pages)View decision -
Decision Reference DRN-5378164
26 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5378164 The complaint Miss J complains that NewDay Ltd trading as Marbles defaulted and terminated her account. What happened Miss J holds a credit card account with NewDay. In September 2024 NewDay wrote to Miss J and advised her that the agreement had been terminated and that the ... (2 pages)View decision -
Decision Reference DRN9300821
26 Jan 2018 NewDay Ltd UpheldBanking and creditMiss W complains NewDay Ltd increased her credit card limit. It led her into more debt.backgroundMiss W had a credit card issued by NewDay. In September 2015 NewDay increased her credit limit from £500 to £1000. Miss W said at the time she had a low credit score and... (2 pages)View decision -
Decision Reference DRN-3443514
29 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3443514 The complaint Miss B complains about the way NewDay Ltd trading as Fluid managed her account and for providing her with misleading information. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dis... (2 pages)View decision -
Decision Reference DRN-5680648
11 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5680648 The complaint Mr J complains that NewDay irresponsibly provided him with two credit cards and increased the limit on one of the cards. What happened The background is well-known to the parties, so I’ve set out a summary of what I think are the key events. NewDay provided M... (9 pages)View decision -
Decision Reference DRN6822620
7 Jun 2016 NewDay Ltd UpheldPayment protection insurance (PPI)Mr B says NewDay Ltd mis-sold him payment protection insurance (“PPI”). backgroundThis complaint is about a credit card PPI policy taken out in 2000. The policy was added to Mr B’s credit card account when he applied for the card by post.Our adjudicator recommended ... (2 pages)View decision -
Decision Reference DRN-3453613
16 May 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3453613 The complaint Ms M complains that NewDay Ltd trading as Aqua was irresponsible in its lending to her. What happened Ms M says that had adequate checks been carried out NewDay would have seen that there was a county court judgement recorded on her credit file and it would have r... (3 pages)View decision -
Decision Reference DRN-5225228
9 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5225228 The complaint Mrs M has complained about a credit card she took out in November 2018 with NewDay Ltd trading as Aqua. She’s said the credit card was unaffordable and shouldn’t have been approved. Mrs M is represented in bringing her complaint, but for ease I’ve written as if... (4 pages)View decision