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 2101 results
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Decision Reference DRN-3657020
25 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3657020 The complaint Mr H is unhappy with how NewDay Ltd trading as Laura Ashley (NewDay) handled his request for help to recover money following the cancellation of flights. What happened In February 2020 Mr H booked flights for his wife to travel to Spain. He arranged them direct th... (4 pages)View decision -
Decision Reference DRN-3257542
21 Jan 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3257542 The complaint Mr T complains that NewDay Ltd failed to refund transactions he didn’t recognise on his credit card account. What happened Mr T noticed two transactions totalling £7,800 he didn’t recognise on his credit card statement. Mr T said he approached the merchant, an onl... (5 pages)View decision -
Decision Reference DRN-5452258
3 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5452258 The complaint Mr I complains that NewDay Ltd irresponsibly lent him money on two credit cards. What happened Mr I took out two credit cards with NewDay – one under its Aqua brand, and one under its Marbles brand. The Aqua card was granted in January 2020 with an initial cred... (6 pages)View decision -
Decision Reference DRN-4044790
12 Jun 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4044790 The complaint Mr B, who is represented by a third party, complains that NewDay Ltd (“NewDay”), trading as Aqua, irresponsibly granted him a credit card account he couldn’t afford to repay. What happened Mr B entered into an agreement with NewDay to have access to credit by way ... (3 pages)View decision -
Decision Reference DRN4432494
13 Mar 2020 NewDay Ltd UpheldBanking and creditComplaintMr B is unhappy that NewDay Ltd (trading as Aqua) unfairly applied a default to, and then closed, his personal credit card account. This adversely affected his credit score which damaged his business.Background Mr B had an Aqua credit card from NewDay Ltd. He was self-employed, an... (4 pages)View decision -
Decision Reference DRN-3543475
5 Jul 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3543475 The complaint Mrs W complains that NewDay Ltd (“NewDay”) irresponsibly granted her three credit card accounts that she couldn’t afford to repay. What happened Mrs W entered into agreements with NewDay to have access to credit with three separate credit card accounts. The first,... (3 pages)View decision -
Decision Reference DRN-3404009
29 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3404009 The complaint Mr D complains NewDay Ltd approved his application for two different credit card accounts that were unaffordable and he’s also unhappy with credit limit increases that were later applied to the accounts. What happened Mr D has two credit cards with NewDay – one Aq... (4 pages)View decision -
Decision Reference DRN-3369683
5 May 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3369683 The complaint In summary, Mr C has complained that NewDay Ltd trading as Aquacard, provided him with credit limit increases on his credit card, when he wasn’t able to afford them. What happened In March 2012, NewDay provided Mr C with a credit card. The initial credit limit was... (5 pages)View decision -
Decision Reference DRN-3894369
12 Jan 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3894369 The complaint Mrs M complains about NewDay Ltd trading as Amazon Classic Card’s policy regarding refunds to the credit card and these being paid to a bank account upon request. What happened Mrs M says she received two refunds to her NewDay credit card on 17 and 18 May for £112... (3 pages)View decision -
Decision Reference DRN8010115
26 Jun 2019 NewDay Ltd UpheldBanking and creditMiss M complains that NewDay Ltd hasn’t sent her a replacement card since she reported her card missing. She’s also unhappy about the interest rate on her account.background Miss M holds a credit card account with NewDay. In March 2017 the interest rate on Miss M’s acco... (2 pages)View decision
