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-3282765
3 Feb 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3282765 The complaint Mrs K complains that NewDay Ltd was irresponsible in its lending to her. What happened Mrs K was provided with a credit card by NewDay in 2017. The credit limit was £600. She says that the lending shouldn’t have been provided as at the time she was in a debt manag... (2 pages)View decision -
Decision Reference DRN-3476260
7 Jun 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3476260 The complaint Mr P has complained that NewDay Ltd trading as Aquacard won’t refund him for transactions made on his credit card to a firm that provides derivatives trading recommendations. What happened Mr P says he was offered a subscription to a derivatives trading recommenda... (3 pages)View decision -
Decision Reference DRN-3469121
10 May 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3469121 The complaint Mr S complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. What happened Mr S took out an Aqua credit card in November 2018. It initially had a credit limit of £1,200. Mr S thinks the initial limit was fair but then the credit limit wa... (3 pages)View decision -
Decision Reference DRN-5757387
19 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5757387 The complaint Mrs W complains that NewDay Ltd rejected her claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened In August 2024 Mrs W booked a rental holiday cottage at a cost of £1,789.20 using her NewDay credit card. She booked it through a host website w... (3 pages)View decision -
Decision Reference DRN-3704837
11 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3704837 The complaint Mrs B complains that NewDay Ltd unfairly declined her claim under the Consumer Credit Act 1974 (“CCA”). What happened In September 2015, Mrs B, along with her husband, bought membership with a holiday club called “E” 1 . The total cost of the membership was £10,50... (6 pages)View decision -
Decision Reference DRN-4090362
11 Jul 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4090362 The complaint Mr A complains that NewDay Ltd trading as Fluid Credit Card won’t refund money he says he didn’t receive from a cash machine. What happened Mr A says he tried to use a cash machine to take out money on 27 June 2022. But that no money was dispensed, and his card w... (3 pages)View decision -
Decision Reference DRN-5380608
10 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5380608 The complaint Mr E complains that NewDay Ltd trading as Aquacard was irresponsible in its lending to him. He wants the interest he has paid on his account refunded. What happened Mr E was provided with an Aqua credit card by NewDay in November 2020. The initial credit limit ... (6 pages)View decision -
Decision Reference DRN2452141
12 Jul 2018 NewDay Ltd Not upheldBanking and creditMs S complains two fees were incorrectly added to her credit card account by NewDay Ltd. The fees were charged because her account balance had exceeded its credit limit.backgroundMs S has a credit card account with NewDay. On 20 December 2017 a £12 ‘overlimit fee’... (3 pages)View decision -
Decision Reference DRN6626950
30 Mar 2019 NewDay Ltd Not upheldBanking and creditMiss D complains about a NewDay Ltd credit card which she says was mis-sold to her.backgroundIn August 2018 Miss D went to a third party store where she was sold a NewDay credit card. She makes two complaints about this card. Firstly, she says it was mis-sold bec... (2 pages)View decision -
Decision Reference DRN3872413
4 Apr 2016 NewDay Ltd UpheldBanking and creditMr S complains that NewDay Ltd won’t give him a refund for an item he bought (and the associated customs charges) using his credit card. He says the item wasn’t delivered.backgroundDates and times are important to this complaint.Mr S ordered an item online. He paid ... (2 pages)View decision