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-4811326
13 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4811326 The complaint Ms K has raised several complaints about the service she has received from NewDay Ltd. What happened NewDay issued final response letters addressing Ms K’s complaints dated 23 April 2023, 24 August 2023 and 27 September 2023. A jurisdiction decision was issued exp... (2 pages)View decision -
Decision Reference DRN-5583268
17 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5583268 The complaint NewDay Ltd trading as Aqua increased his credit limit from £2,100 to £3,600. Mr B says the increased credit limit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The fac... (2 pages)View decision -
Decision Reference DRN-3214975
23 May 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3214975 The complaint Mr S is unhappy NewDay Ltd won’t refund money he paid for some work to be carried out at his property. He’s made a claim under section 75 of the Consumer Credit Act 1974. What happened Mr S engaged a company, who I’ll call F, to carry out building work on a proper... (3 pages)View decision -
Decision Reference DRN-2963045
20 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2963045 The complaint Mr C complains that NewDay Ltd trading as Aqua failed to update Mr C’s credit file once the outstanding balance on his credit card was repaid in full. What happened Mr C had an Aqua credit card which was included in a debt management programme. In July 2017 the de... (2 pages)View decision -
Decision Reference DRN-3782076
1 Feb 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3782076 The complaint Mr D feels that NewDay Limited has treated him unfairly in relation to the purchase of a golf trip. What happened In April 19 Mr D arranged a golf trip for a total of eight people abroad. The trip included all- inclusive accommodation, transfers and five golf roun... (3 pages)View decision -
Decision Reference DRN-4271463
14 Nov 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4271463 The complaint Ms A complains NewDay Ltd (NewDay) failed to implement a promotional balance transfer offer on her credit card account. What happened Ms A says she telephoned NewDay in early February 2023 and says she was eligible for a zero percent balance transfer offer. Ms A s... (2 pages)View decision -
Decision Reference DRN-5757170
18 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5757170 The complaint Mrs L complains that NewDay Ltd lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Mrs L applied for a NewDay credit card in November 2015. Due to the passage of time, the application Mrs L compl... (3 pages)View decision -
Decision Reference DRN1710312
23 May 2018 NewDay Ltd UpheldPayment protection insurance (PPI)Mr C complains that NewDay Ltd mis-sold him payment protection insurance (PPI) alongside a credit card.backgroundIn 2001 Mr C applied for a credit card through the post in response to what looks like a mailshot. At the same time Mr C took out PPI designed to protect... (3 pages)View decision -
Decision Reference DRN-5644355
14 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5644355 The complaint Mr P has complained about the quality of a car he bought, in part using his NewDay Ltd credit card. What happened In May 2023, Mr P bought a used car. He paid the deposit using his NewDay credit card. Unfortunately, in May 2024, the car broke down as the timing... (3 pages)View decision -
Decision Reference DRN9426572
13 Oct 2015 NewDay Ltd UpheldBanking and creditMr M complains NewDay Ltd has been asking others to try and recover a debt he believes he’d already paid off.backgroundMr M says he took out a store card in the 1990s and made regular payments towards it. He says that the direct debit used to pay the card was mist... (2 pages)View decision