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 2421 results
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Decision Reference DRN-1708385
27 Apr 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1708385 The complaintMr K is unhappy at how NewDay Ltd, trading as Debenhams Card, dealt with a potentially fraudulent transaction on his account. What happenedOn 9 May 2019, Mr K tried to make a payment on his Debenhams card, but the transaction was flagged as potentially fraudulent. ... (2 pages)View decision -
Decision Reference DRN-2718250
22 Apr 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2718250 The complaint Mr A complains that NewDay Ltd trading as Fluid didn’t inform him of his credit limit before they opened his account. What happened Mr A applied for a credit card with Fluid and the decision to accept his application or not was referred. He later received communic... (2 pages)View decision -
Decision Reference DRN-5450779
14 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5450779 The complaint Miss T complains that NewDay Ltd trading as Aqua irresponsibly lent to her. Miss T is represented by a solicitors 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 T herself ... (3 pages)View decision -
Decision Reference DRN-2940502
2 Aug 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2940502 The complaint Miss F complains that NewDay Ltd trading as Aqua (Aqua) lent to her irresponsibly. What happened In November 2014, Miss F applied for a credit card from Aqua. She was given a limit of £250. The limits were then increased as follows: Date Limit November 2014 £250 M... (3 pages)View decision -
Decision Reference DRN-2836048
28 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2836048 The complaint Mr D complains that NewDay Ltd trading as Marbles (Marbles) registered a default against him in July 2020 – when it should’ve been registered in 2018. What happened Mr D had a Marbles credit card with a limit of £2,200. In 2017, he was struggling to pay his debts.... (3 pages)View decision -
Decision Reference DRN-5024280
21 Sep 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5024280 The complaint Mrs W complains that NewDay Ltd trading as Aqua irresponsibly allowed her to open a credit card account which was unaffordable and later increased the credit limit without appropriate checks. What happened Mrs W says she opened the Aqua credit card account in M... (3 pages)View decision -
Decision Reference DRN-2688283
17 Mar 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2688283 The complaint Miss M complains that NewDay Ltd trading as Fluid Credit Card (Fluid) transferred a lower amount than she’d asked for onto her new credit card. What happened In February 2020 Miss M replied to an offer from Fluid to transfer her credit card balance to them on a ze... (3 pages)View decision -
Decision Reference DRN-3090165
26 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3090165 The complaint Mr E complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened Mr E applied online for a credit card from Aqua. This was agreed in April 2019 with a limit of £900. Aqua then increased the limit to £2,150 in July 2019: Date Limit Ap... (3 pages)View decision -
Decision Reference DRN6975483
29 Nov 2016 NewDay Ltd Not upheldBanking and creditMr I complains that NewDay Ltd, trading as Aquacard will not refund a disputed transaction.backgroundOn 21st April 2016, Mr I complained to Aquacard about a transaction which he said he did not recognise. The transaction was made a day earlier and was for just ov... (1 page)View decision -
Decision Reference DRN-5188224
23 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5188224 The complaint Mr C complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened In November 2017 Mr C applied for a credit card with Marbles. In his application, Mr C said he... (3 pages)View decision
