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-6052123
2 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6052123 The complaint NewDay Ltd trading as Aqua (Aqua) provided Miss L with a credit card in 2024. It initially had a credit limit of £600. The credit limit was increased three times, with the final limit increase in April 2025 to £3,800. Miss L says the credit was provided irrespo... (2 pages)View decision -
Decision Reference DRN-1681281
7 Aug 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1681281The complaintMr O complains about the quality of a car he bought using a credit card supplied by NewDay Ltd (“NewDay”), trading as Aqua. He’s disappointed they haven’t considered a claim he made under section 75 of the Consumer Credit Act 1974 (“section 75”) and that a chargebac... (2 pages)View decision -
Decision Reference DRN-3183340
10 Jan 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3183340 The complaint Mr T complains that NewDay Ltd trading as Amazon Card declined his claim under section 75. What happened In March 2020 Mr T purchased a sofa from a retailer using his NewDay credit card. Then amount paid was around £300. The sofa was delivered in August 2020. In M... (2 pages)View decision -
Decision Reference DRN9950119
29 Jun 2015 NewDay Ltd UpheldBanking and creditMrs P complains that NewDay Ltd is wrongly chasing her for a debt that she has paid back.backgroundMrs P explains that in 2000 she sold her house and some of the money was used to settle her store card. Mrs P thought that it was paid off and the account was closed. ... (2 pages)View decision -
Decision Reference DRN-4415421
15 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4415421 The complaint Mr B complains that NewDay Ltd, trading as BIP (who I’ll call NewDay), shouldn’t have allowed him to exceed the credit limit on his credit card. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead,... (1 page)View decision -
Decision Reference DRN-4914885
22 Aug 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4914885 The complaint Miss J complains that NewDay Ltd trading as Aquacard irresponsibly lent to her. Miss J is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss J her... (5 pages)View decision -
Decision Reference DRN4084141
2 Aug 2017 NewDay Ltd Not upheldBanking and creditMs B complains about her store card account with NewDay Ltd who trade as Debenhams. She thought she had paid it off entirely but had not, and incurred charges due to missed payments. backgroundMs B has a Debenhams store card which she pays off every month. In Jun... (2 pages)View decision -
Decision Reference DRN-5338621
17 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5338621 The complaint Mr T complains that NewDay Ltd won’t meet his claim under section 75 of the Consumer Credit Act 1974 (“section 75”) after he bought a car at auction which was, he says, faulty. Because he paid for the car in part with his credit card, he says that he can bring ... (6 pages)View decision -
Decision Reference DRN-3651370
31 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3651370 The complaint Mr R complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened In January 2019 Mr R applied for a credit card with Aqua. In his application, Mr R said he was self e... (3 pages)View decision -
Decision Reference DRN-3451060
19 May 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3451060 The complaint Ms K complains that NewDay Ltd (trading as Aqua) recorded a default on her credit file and sold her debt to a third party, despite a payment plan being agreed and being told not to worry about letters she received. What happened Ms K held an Aqua credit card accou... (3 pages)View decision