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 2101 results
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Decision Reference DRN-2811671
12 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2811671 The complaint Miss O complained that NewDay Ltd (trading as Aqua) acted irresponsibly when agreeing to provide her with a credit card. She says that they increased the account limit on five occasions, causing her financial problems. What happened Miss O applied to NewDay for a... (6 pages)View decision -
Decision Reference DRN-2665630
9 Mar 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2665630 The complaint Ms G has complained that NewDay Ltd trading as Aqua (NewDay) provided her with a credit card when they shouldn’t have done. She believes that her financial position wasn’t strong enough to support the debt and that NewDay’s decision to lend to her was irresponsibl... (4 pages)View decision -
Decision Reference DRN-3781195
6 Dec 2022 NewDay Ltd Not upheldConsumer CreditDRN-3781195 The complaint Mrs C complains that NewDay Ltd unfairly registered a default on her credit file. She says she’s been unable to get a mortgage as a result. What happened In January 2018, Mrs C contacted NewDay about some transactions on her credit card. She said she had been told... (3 pages)View decision -
Decision Reference DRN-4287774
6 Oct 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4287774 The complaint Mr K complains that NewDay Limited won’t compensate him for a damaged suitcase. What happened In May 2022 Mr K used his NewDay credit card to pay just over £110 for flight tickets purchased from travel company. Mr K travelled and when he received his suitcase at t... (4 pages)View decision -
Decision Reference DRN-3170464
18 Mar 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3170464 The complaint Mr S is unhappy that NewDay Ltd wouldn’t explain to him why a transaction he’d attempted to make on his credit account had been flagged for a security check. What happened Mr S tried to make a transaction on his NewDay account. The attempted transaction was flagge... (2 pages)View decision -
Decision Reference DRN-4217185
23 Aug 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4217185 The complaint Mr F complains NewDay Ltd (NewDay) refused his online credit card application to transfer his existing credit card account from another provider and gave poor customer service. What happened Mr F says he held a partnership credit card with a major retailer, and it... (2 pages)View decision -
Decision Reference DRN-5264013
12 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5264013 The complaint The estate of Mrs V complains that NewDay Ltd trading as John Lewis Partnership Card. The estate of Mrs V is represented by Mr P, as the sole executor of Mrs V’s estate. What happened Mrs V held a credit card account with NewDay. In February 2024, NewDay was no... (3 pages)View decision -
Decision Reference DRN-2981332
4 May 2022 NewDay Ltd UpheldBanking and PaymentsDRN-2981332 The complaint In summary, Mr S has complained that NewDay Ltd trading as Aqua, irresponsibly provided him with a credit card and credit limit increases. What happened In January 2015, NewDay provided Mr S with a credit card. The initial credit limit was £600. In April 2015, the... (3 pages)View decision -
Decision Reference DRN5612203
21 May 2020 NewDay Ltd Not upheldBanking and creditComplaintMiss L complains that NewDay Ltd increased her credit limit without checking if it was affordable for her. She’s now in financial difficulties and her debt with NewDay isn’t decreasing because of the interest and charges being added to her account.BackgroundMiss L successfully app... (3 pages)View decision -
Decision Reference DRN4068749
15 Mar 2018 NewDay Ltd Not upheldBanking and creditMiss Z is unhappy with the time taken by NewDay Ltd to clear her credit file when identity fraud had been reported by her. She’s also unhappy that the business allowed a credit card to be taken out in her name without carrying out the appropriate checks.backgroundOn... (2 pages)View decision
