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-3178363
23 Feb 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3178363 The complaint Mr T complained because NewDay Ltd, trading as Aqua, charged him late payment fees on his credit card. What happened Mr T opened a NewDay account in January 2015. At that point, statements were produced around 24 th of each month, with the payments being due on 11... (3 pages)View decision -
Decision Reference DRN-5174982
27 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5174982 The complaint Mr L complains about NewDay Ltd’s response to his claim made under section 75 of the Consumer Credit Act 1974 (“section 75”), after he used his credit card to fund, in part, the purchase of a car. He says that the car was not of satisfactory quality. NewDay Ltd... (5 pages)View decision -
Decision Reference DRN-5995618
4 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5995618 The complaint Ms R complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Ms R was approved for an Aqua credit card in April 2022, with a £1,200 credit limit. The credit limit was increased a further three times, in July 2022 (£2,450), November 20... (4 pages)View decision -
Decision Reference DRN-5284931
26 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5284931 The complaint Mr M complains about the service he received from NewDay Ltd trading as Marbles. What happened Mr M has a credit card account with Marbles. As he has been experiencing financial difficulties, Marbles agreed to a payment holiday and then breathing space. Mr M is... (3 pages)View decision -
Decision Reference DRN-5276883
11 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5276883 The complaint Mr P complains NewDay Ltd trading as Fluid Mastercard irresponsibly lent to him. Mr P is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr... (3 pages)View decision -
Decision Reference DRN3734017
24 Apr 2015 NewDay Ltd UpheldPayment protection insurance (PPI)Mr M complains that he was mis-sold a payment protection insurance (PPI) policy when he took out a credit card with NewDay Ltd, trading as ‘People’s Bank of Connecticut’. backgroundMr M applied for a credit card with People’s Bank of Connecticut (People’s Bank) in 2000 ... (3 pages)View decision -
Decision Reference DRN4357129
11 Sep 2017 NewDay Ltd UpheldBanking and creditMr S complains that NewDay Ltd (trading as Opus) failed to explain that payments to his credit card were allocated to the balances on the previous month’s statement. backgroundMr S has a credit card account with Opus. He had, over a period of time, taken advantage o... (3 pages)View decision -
Decision Reference DRN-6131868
6 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6131868 The complaint Mr H complains that NewDay Ltd trading as Fluid irresponsibly lent to him. Mr H is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr H him... (6 pages)View decision -
Decision Reference DRN-2821327
19 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2821327 The complaint Mr H complains that NewDay Ltd (trading as Aquacard) incorrectly processed a chargeback request. What happened Mr H ordered some goods online in July 2020 but didn’t collect them as he no longer needed them. He waited for a refund from the merchant but didn’t rec... (4 pages)View decision -
Decision Reference DRN-5755722
26 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5755722 The complaint Mr P has complained NewDay Ltd trading as Aquacard won’t refund all payments he says he made and lost to a scam. What happened The details of this complaint are well known to both parties, and not in dispute, so I will only include a summary here. Mr P was con... (3 pages)View decision