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-3280872
1 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3280872 The complaint Mr W complains that NewDay Ltd (trading as Aqua) has refused to refund payments he made to what he believed was a legitimate investments trading company (Elcurrency). These payments were made using Mr W’s NewDay Mastercard credit card. What happened The circumstan... (4 pages)View decision -
Decision Reference DRN-5516350
27 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5516350 The complaint Miss L through her representative, complains that NewDay Limited, trading as Aqua (“NewDay”), lent to her irresponsibly when it approved a credit card for her in July 2020 and subsequently increased the credit limit twice. What happened Miss L took a card from... (5 pages)View decision -
Decision Reference DRN-3471196
25 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3471196 The complaint Mr B complains that NewDay Ltd (“NewDay”), trading as Aqua, irresponsibly granted him credit that he couldn’t afford to repay. What happened NewDay approved a credit card application for Mr B in September 2019. They initially provided a credit limit of £900 but in... (2 pages)View decision -
Decision Reference DRN4862922
2 Jun 2016 NewDay Ltd UpheldBanking and creditMiss G complains about poor customer service given by NewDay Ltd when she called to make a payment towards her account. She’s not happy with NewDay’s offer of £10 compensation.our initial conclusionsThe adjudicator said he listened to the call between Miss G and NewDay ... (2 pages)View decision -
Decision Reference DRN8149850
24 Jan 2020 NewDay Ltd Not upheldBanking and creditComplaintMr W has complained that NewDay Ltd won’t refund cash withdrawals, which he says he didn’t make.BackgroundMr W has an Aqua credit card account with NewDay.On 22 January 2018, he complained to NewDay about three ATM cash withdrawals which he didn’t recognise. The transactions were ... (3 pages)View decision -
Decision Reference DRN-3759677
7 Feb 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3759677 The complaint Mr N complains about the actions NewDay Ltd (“NewDay”) took when he asked it to help him with a dispute about a purchase he made using credit provided by it. Mr N also complains about NewDay’s complaint handling. What happened Mr N purchased two bed sheets from a ... (3 pages)View decision -
Decision Reference DRN-3745316
4 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3745316 The complaint Mr H complains that NewDay Ltd trading as Marbles lent to him on his marbles and Aqua cards irresponsibly. What happened Mr H had two cards from NewDay, a marbles card (agreed in October 2016) and an Aqua card (agreed in September 2013). For simplicity, I will ref... (6 pages)View decision -
Decision Reference DRN-5825402
18 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5825402 The complaint Miss K complains about how NewDay trading as John Lewis Partnership Card (“NewDay”) dealt with her claim for a refund through a chargeback claim and under Section 75 (‘S.75’) of the Consumer Credit Act 1974 (‘CCA’). What happened Miss K used her NewDay credit ... (3 pages)View decision -
Decision Reference DRN-2707817
19 May 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2707817 The complaint Mr G complains that NewDay Ltd lent to him irresponsibly through two credit card accounts they gave him. He feels this led to him getting into a spiral of debt and having to go onto a debt management plan. What happened In November 2013 Mr G applied for a credit c... (4 pages)View decision -
Decision Reference DRN-2836815
9 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2836815 The complaint Mrs G complains about NewDay Ltd’s decision to hold her responsible for transactions she says she didn’t authorise or make on her credit card. What happened The details of this case have been clearly set out by our investigator when he wrote to NewDay upholding i... (8 pages)View decision