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 DRN1876240
24 Jun 2019 NewDay Ltd UpheldBanking and creditMr C says NewDay Limited, trading as Aqua, has treated him unfairly in relation to his credit card debt.BackgroundEarlier this month I issued a provisional decision saying that I was minded to uphold the complaint and suggesting NewDay paid Mr C £350 in distress and inconvenience. I invite... (4 pages)View decision -
Decision Reference DRN-3305718
22 Feb 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3305718 The complaint Mr D complains that NewDay Ltd unfairly recorded adverse information on his credit file. What happened Mr D says he agreed a repayment plan with NewDay in 2014 and it recorded late payment markers on his credit file. He says those markers were recorded until 2018 ... (3 pages)View decision -
Decision Reference DRN-3801438
14 Dec 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3801438 The complaint Mr B says NewDay Ltd irresponsibly lent to him. What happened This complaint is about two credit cards provided by NewDay Ltd to Mr B. It seems the Aqua account opened in January 2013 with a credit limit of £250. This account had a number of credit increases over ... (4 pages)View decision -
Decision Reference DRN5480659
28 Jan 2016 NewDay Ltd UpheldBanking and creditMrs A says after the amount of trouble and upset NewDay Ltd caused when it lost her monthly credit card payment, she should get more compensation.backgroundIn February 2015 Mrs M’s credit card payment went missing when it was sent to NewDay by her debt management co... (2 pages)View decision -
Decision Reference DRN-4897838
18 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4897838 The complaint Mrs H complains about NewDay Ltd, trading as Aqua, not providing her with adequate support after her credit card account fell into arrears. What happened Mrs H was charged late/missed payment and overlimit fees at £12 a time throughout 2023. She contacted NewDa... (2 pages)View decision -
Decision Reference DRN-5757149
12 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5757149 The complaint Mr G complains that NewDay Ltd (‘NewDay’), trading as Aqua, irresponsibly gave him two credit card account facilities that he couldn’t afford. What happened In November 2014, Mr G applied for and was given a credit card account with NewDay with an initial cred... (4 pages)View decision -
Decision Reference DRN-4135446
1 Aug 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4135446 The complaint Ms A complains NewDay Ltd didn’t treat her fairly when it made changes to her credit card account. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus on the reasons for my decision. What... (2 pages)View decision -
Decision Reference DRN6934731
14 Mar 2018 NewDay Ltd Not upheldBanking and creditMiss J has complained that NewDay Ltd charged her late payment fees, interest and added negative entries to her credit file. backgroundMiss J ordered a number of dresses from a retailer on her store card provided by NewDay. Miss J returned the ordered items and request... (2 pages)View decision -
Decision Reference DRN-2822751
15 Jun 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2822751 The complaint Mr M complains that NewDay Ltd irresponsibly allowed him to open two credit card accounts which were unaffordable. What happened Mr M says he opened the two NewDay credit card accounts in 2015 and says appropriate credit checks were not carried out. He says he was... (2 pages)View decision -
Decision Reference DRN-2751303
3 May 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2751303 The complaint Mr A complains that he was unable to access his NewDay Ltd account whilst abroad. What happened Mr A says he couldn’t access his account online or via his banking application (app) whilst in the Ukraine. He says he called NewDay from Ukraine and spent 90 minutes o... (2 pages)View decision
