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 2165 results
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Decision Reference DRN5171485
4 Sep 2014 Progressive Credit Limited UpheldPayment protection insurance (PPI)This complaint concerns the sale of a regular premium payment protection insurance (PPI) policy which was arranged alongside a credit card which Mr D took out with Progressive Credit Limited (Progressive). Progressive Credit Limited has recently changed its name to NewDay Limited. For th... (3 pages)View decision -
Decision Reference DRN9257398
18 Jun 2015 NewDay Ltd Not upheldBanking and creditMr M complains that NewDay Limited (“NDL”) has retained late payment fees on his store card account, when he believed NDL had told him that they would be removed. He is also unhappy that NDL had applied adverse information to his credit file whilst the removal of the ... (3 pages)View decision -
Decision Reference DRN-5302767
28 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5302767 The complaint Mrs B complains NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Mrs B was approved for an Aqua credit card in January 2018 with a £450 credit limit. I have detailed the credit limit changes below: November 2018 £450 to £1,100 April 2019 £1,1... (3 pages)View decision -
Decision Reference DRN-1119917
15 May 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1119917 The complaintMr H complains that NewDay Ltd (trading as Marbles) did not take into consideration his mental health when approving his credit card application. What happenedOn 18 September 2017, Marbles approved the online credit card application Mr H had applied for, and he was... (3 pages)View decision -
Decision Reference DRN-4763029
13 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4763029 The complaint Mr H complains that a finance provider (“T”) who subsequently sold his acocunt to NewDay Ltd (“ND”) failed to record his change of address in June 2013, resulting in statements being sent to his old address for over 10 years. Mr H says that he thought he’d paid t... (3 pages)View decision -
Decision Reference DRN-2671761
7 Apr 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2671761 The complaint Mr N complains of poor customer service and security concerns with NewDay Ltd trading as Aqua. What happened Mr N had been logged out of Aqua’s mobile phone application so he contacted them to update his mobile number on their records. Mr N was told that as he wan... (3 pages)View decision -
Decision Reference DRN-5061393
18 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5061393 The complaint Mr B complains that NewDay Limited trading as Aqua lent irresponsibly when it approved a credit card he made and later increased the credit limit. What happened Mr B applied for an Aqua credit card in May 2021. In his application, Mr B said he was employed wit... (3 pages)View decision -
Decision Reference DRN-5353547
20 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5353547 The complaint Mrs E complains that NewDay Ltd trading as Aqua have irresponsibly lent to her. What happened Mrs E was approved for an Aqua credit card in October 2020 with a £300 credit limit. The credit limit was increased to £1,050 in July 2022. Mrs E says that Aqua irresp... (3 pages)View decision -
Decision Reference DRN-4586544
14 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4586544 Complaint Miss C has complained about a credit card NewDay Ltd (trading as “Aqua”) provided to her. She says the credit card was irresponsibly provided to her and then her limit increased even after she was only making minimum payments. Background Aqua provided Miss C with a cr... (3 pages)View decision -
Decision Reference DRN-4598536
11 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4598536 The complaint Mrs R complains that NewDay Ltd trading as John Lewis Partnership Card (JLP) lent irresponsible when it approved her credit card application. What happened In January 2023 Mrs R applied for a credit card with JLP. In the application, Mrs R said she was employed wi... (3 pages)View decision
