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 2145 results
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Decision Reference DRN-4664227
6 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4664227 The complaint Miss B complains NewDay Ltd have unfairly defaulted her credit card account and sold it to a debt purchaser. What happened Miss B says she was making payments to NewDay but despite this they defaulted her account and passed it over to a debt purchaser. Miss B sent... (3 pages)View decision -
Decision Reference DRN-4552104
23 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4552104 The complaint Mrs K complains NewDay Ltd said she’d need a mobile phone if she wanted to carry on using her credit card. What happened Mrs K says she’d had a John Lewis credit card for several years and found it useful as she shopped at Waitrose on a regular basis meaning she e... (3 pages)View decision -
Decision Reference DRN-4085828
13 Jun 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4085828 The complaint Ms O complains about NewDay Ltd recording adverse information on her credit file in relation to a credit card account. What happened Ms O stopped making payments towards her credit card from December 2020. Despite NewDay allowing several payment holidays, it recor... (3 pages)View decision -
Decision Reference DRN-4868723
5 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4868723 The complaint Mr A, 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 A entered into an agreement with NewDay to have access to credit by way ... (3 pages)View decision -
Decision Reference DRN-3473549
20 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3473549 The complaint Mr C has complained that NewDay Ltd trading as Marbles and Aqua irresponsibly lent to him. What happened Mr C opened a credit card account with NewDay (trading as Aqua) in October 2015. His credit limit was initially £300. In July 2016 his credit limit was increas... (3 pages)View decision -
Decision Reference DRN-5345507
31 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5345507 The complaint Mr G complains that NewDay Ltd lent to him irresponsibly. What happened NewDay provided Mr G with a credit card account in November 2021. Initially, his credit limit was set at £450; Mr G’s credit limit was then increased four times in the years that followed... (5 pages)View decision -
Decision Reference DRN0469115
22 Aug 2016 NewDay Ltd UpheldBanking and creditMiss P complains NewDay Ltd (“NewDay”) won’t honour a claim she made under s.75 Consumer Credit Act 1974.backgroundMiss P and her nephew booked a hotel room for a week at the end of December 2015, covering the New Year period, at a cost of around £300. The booki... (2 pages)View decision -
Decision Reference DRN4123825
8 May 2019 NewDay Ltd UpheldBanking and creditMr H complains that NewDay Ltd (trading as Marbles) sold his debt to a debt management company when it should not have done so.backgroundMr H contacted NewDay in May 2018 saying that he had applied for an IVA and he provided the relevant reference number. At the end o... (3 pages)View decision -
Decision Reference DRN-3746742
24 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3746742 The complaint Miss S complains NewDay Ltd trading as Aqua didn’t update her address when she requested it and that it handled her complaint poorly. 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 ... (2 pages)View decision -
Decision Reference DRN-3209666
15 Dec 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3209666 The complaint Mr E complains about credit limit increases made by NewDay Ltd on two credit cards that he held with it. Mr E said that he was already in a difficult financial situation, and this increased lending made things worse. What happened Mr E told us he’d taken out two ... (6 pages)View decision
