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 DRN2835746
3 May 2019 NewDay Ltd Not upheldBanking and creditMr S complains that NewDay Ltd has not correctly dealt with a chargeback request and he wants the money refunded to his credit card account.backgroundIn February 2018 Mr S paid £500 for some shoes for his wife online using his NewDay credit card. The shoes did not ... (2 pages)View decision -
Decision Reference DRN1335456
6 May 2015 NewDay Ltd Not upheldBanking and creditMr E complains about the handling of his credit card account by NewDay Ltd (trading as Aqua).background Mr E complains NewDay: overcharged interest on his account; applied an excessive minimum payment for no reason; increased his credit limit without his authority; ... (2 pages)View decision -
Decision Reference DRN-2609121
26 Mar 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2609121 The complaint Mrs F complains that NewDay Ltd, trading as Aqua, acted irresponsibly when it increased the limits on her credit on several occasions. What happened Mrs F had an Aqua credit card which she’d taken out in 2012 with an initial limit of £250. NewDay increased the li... (5 pages)View decision -
Decision Reference DRN-3761376
22 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3761376 The complaint Mr B complains that NewDay Ltd was irresponsible in its lending to him. What happened NewDay provided Mr B with an Aqua branded credit card in April 2016. The initial credit limit was £300. NewDay increased the credit limit on five occasions until it was set at £3... (3 pages)View decision -
Decision Reference DRN-5799078
8 Sep 2025 NewDay Ltd UpheldConsumer CreditDRN-5799078 The complaint Mr B complains NewDay Ltd incorrectly allocated a payment towards the wrong finance agreement, meaning he’s incurred interest charges. What happened Mr B has a revolving credit facility with NewDay to make purchases with a specific retailer. In October 2022, M... (3 pages)View decision -
Decision Reference DRN-5076841
11 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5076841 The complaint Mrs B has complained that NewDay Ltd didn’t fairly or reasonably deal with claims under the Consumer Credit Act 1974 (“the CCA”) in relation to a holiday product bought, in part, using her credit card. What happened In June 2016, Mrs B and Mr B purchased holida... (4 pages)View decision -
Decision Reference DRN-4128287
7 Aug 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4128287 The complaint Mr R complains that NewDay Ltd closed his credit card account without his authority. What happened In August 2022 NewDay sent Mr R a letter via his online service advising him that there were some changes to the card he held with them. The letter explained what Mr... (2 pages)View decision -
Decision Reference DRN9150231
9 Dec 2014 NewDay Cards Ltd Not upheldBanking and creditMs M complains that NewDay Cards Ltd sent her incorrect information in a letter, failed to pay her the compensation it promised and initially misfiled her complaint.She has received an apology and an offer of £75 but she does not consider this goes far enough.our initial conclusionsOur ... (2 pages)View decision -
Decision Reference DRN-3696914
14 Oct 2022 NewDay Ltd Not upheldInsuranceDRN-3696914 The complaint Ms W complains that NewDay Ltd trading as Debenhams unfairly cancelled her policy in October 2021. What happened Ms W says that NewDay cancelled her policy in October 2021 which she thinks is unfair. As a result, she says she has been financially disadvantaged. Sh... (2 pages)View decision -
Decision Reference DRN2327772
12 May 2014 NewDay Ltd UpheldPayment protection insurance (PPI)Mr D complains about the sale of a monthly premium payment protection insurance (“PPI”) policy in connection with a credit card account in 2000. Mr D says NewDay Ltd (“NewDay”) (formerly trading as Progressive Credit Limited) mis-sold the policy. In essence Mr D complains that the opt... (4 pages)View decision