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 DRN8912311
16 Oct 2014 NewDay Ltd Not upheldBanking and creditMr H complains that NewDay Ltd (trading as Opus) has: not provided him with a certified copy of his original signed agreement; increased the interest rate on his card on several occasions; and has wrongly charged him late payment fees.backgroundMr H took out a credit card in 2008 wit... (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-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-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 DRN8926414
16 Oct 2017 NewDay Ltd Not upheldBanking and creditMr P complains that NewDay Ltd made mistakes, didn’t respond to his complaints and then closed his credit card account without notice.backgroundMr P telephoned NewDay (trading as Marbles) in January 2017 to discuss the arrears on his credit card. Mr P says the business ag... (3 pages)View decision -
Decision Reference DRN5462081
9 Jun 2020 NewDay Ltd UpheldBanking and creditM W has complained that NewDay Ltd, trading as ‘Aqua’, acted irresponsibly when it repeatedly increased the limit on his credit card.backgroundMr W took out an Aqua credit card in April 2013. The credit limit, at the time, was £250. Over the course of the next two years, Aqua increased the... (3 pages)View decision -
Decision Reference DRN-5934162
5 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5934162 The complaint Miss Z has complained that NewDay Ltd, trading as Aqua, were irresponsible in opening a Credit Card account and subsequently increasing the credit limit. What happened Aqua provided Miss Z with a credit card in March 2021 with a limit of £900. This limit was in... (3 pages)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 -
Decision Reference DRN3101038
3 Sep 2019 NewDay Ltd UpheldBanking and creditMr W complains that NewDay Ltd (trading as Aqua) was irresponsible when it increased the credit limit on his credit card account. backgroundThe background to this complaint, and my initial conclusions, were set out in my provisional decision dated 13 August 2019 – a copy of which is attach... (5 pages)View decision