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-2254391
13 Oct 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2254391 The complaint Miss H complains that NewDay Ltd left her credit card account open for almost three years, although she understood it had been paid off and closed. She said that having this unused credit on her credit file prevented her from borrowing elsewhere. What happened Mis... (3 pages)View decision -
Decision Reference DRN-5203237
15 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5203237 The complaint Miss T complains about the service she received when she contacted NewDay Ltd trading as Aqua to set up a repayment plan. What happened Miss T holds a credit card account with Aqua. The card fell into arrears. On 22 May 2024 Miss T called NewDay to set up a pay... (3 pages)View decision -
Decision Reference DRN-4258948
11 Sep 2023 NewDay Ltd UpheldConsumer CreditDRN-4258948 The complaint Miss H complains that she’s being pursued for a loan taken out with NewDay Ltd (“NewDay”) that she didn’t apply for or use. What happened Miss H has explained to us that she was previously in a coercive relationship in which her ex-partner had full financial contr... (3 pages)View decision -
Decision Reference DRN-6052061
17 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6052061 The complaint Mr I complains that NewDay Ltd trading as BIP (NewDay), lent to him irresponsibly when offering five credit limit increases to his account. What happened Mr I opened a BIP account with NewDay and was then offered and accepted five credit limit increases as sho... (5 pages)View decision -
Decision Reference DRN-2359456
19 Nov 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2359456 The complaint Mrs E complains NewDay Ltd has registered a default on her credit file and this has prevented her from remortgaging. What happened Mrs E had two store cards managed by NewDay. Each card had a separate direct debit set up to make her monthly payments. In 2013, she ... (3 pages)View decision -
Decision Reference DRN-5598864
15 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5598864 The complaint Miss M complains that NewDay Ltd cancelled payment arrangements on her accounts without telling her and applied interest despite the fact that she was maintaining payment arrangements across all three accounts. What happened Miss M holds three credit card accou... (2 pages)View decision -
Decision Reference DRN5189718
26 Nov 2019 NewDay Ltd UpheldBanking and creditMrs K complains that NewDay Ltd changed her address without her knowledge or consent and then sent a replacement card and personal identification number (PIN) to that address. This allowed her account to be used for transactions, which she says she didn’t make or authorise.backgroundMrs K ... (3 pages)View decision -
Decision Reference DRN-5734920
4 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5734920 The complaint Mr S has complained about the lack of support he received from NewDay Ltd trading as Fluid Credit Card, when he was experiencing financial difficulty. What happened Mr S had a NewDay credit card. He called NewDay in August 2024, as he was struggling with repaym... (1 page)View decision -
Decision Reference DRN-2971155
8 Sep 2021 NewDay Ltd Not upheldConsumer CreditDRN-2971155 The complaint Mr S complains that NewDay Ltd made several increases to his credit limit on his Aqua credit card without following the rules of responsible lending. This led to him suffering financial hardship. What happened Mr S opened an Aqua credit card account with NewDay in... (3 pages)View decision -
Decision Reference DRN-2980181
18 Aug 2021 NewDay Ltd Not upheldConsumer CreditDRN-2980181 The complaint Mr S says that a default was recorded on his credit file later than it should have been. As a result, it will remain on his file for some time after it should have been removed. Mr S says NewDay Ltd is responsible, for reasons which I shall explain. What happened ... (3 pages)View decision