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 2568 results
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Decision Reference DRN0211170
5 Nov 2015 NewDay Ltd UpheldBanking and creditMiss J says NewDay Ltd didn’t recognise her financial difficulties despite her writing to them more than once. And it refused to let her repay £1 each month. She wants compensation for the stress and trauma which has impacted her health.background Miss J opened a ... (2 pages)View decision -
Decision Reference DRN-5398938
2 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5398938 The complaint Mrs K complains that NewDay Ltd trading as Aqua (NewDay) shouldn’t have agreed to open two credit card accounts and subsequently apply further credit limit increases as the lending was unaffordable. In bringing her complaint Mrs K is represented by a third part... (4 pages)View decision -
Decision Reference DRN9592624
21 Feb 2017 NewDay Ltd UpheldBanking and creditMrs U complains that NewDay Ltd rejected her claim under Section 75 Consumer Credit Act 1974 in respect of a door.backgroundIn April 2016 Mrs U met with a salesman from a company I’ll call S who gave her a quote for a new door for some £3,300. Mrs U agreed the ... (2 pages)View decision -
Decision Reference DRN-5395572
4 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5395572 The complaint Mr F complains NewDay Ltd trading as Fluid Mastercard (NewDay) didn’t appropriately check his credit record or income and expenditure before approving him for credit. What happened In October 2022, Mr F took out a credit card with NewDay. The card had an additi... (5 pages)View decision -
Decision Reference DRN6207596
4 Feb 2020 NewDay Ltd UpheldBanking and creditMr R complains NewDay Ltd kept on calling him after he’d asked to be contacted in writing only. He had mental health issues at the time, and this made his anxiety worse.backgroundMr R has a credit card issued by NewDay.Mr R wrote to NewDay and his other creditors to say that he was in fina... (3 pages)View decision -
Decision Reference DRN-3653775
9 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3653775 The complaint Mrs F complains that NewDay Ltd lent irresponsibly when it approved a Debenhams and Fluid credit card in her name. What happened Mrs F had previously held two Aqua credit cards with NewDay. The cards were closed following financial difficulties with Mrs F in 2014... (3 pages)View decision -
Decision Reference DRN9457009
25 Apr 2016 NewDay Ltd Not upheldBanking and creditMrs S isn’t happy that NewDay Ltd (“NewDay”) declined her application for a credit card and won’t remove the record of the search it made on her credit reference file.backgroundMrs S applied for a credit card with NewDay in December 2015. When NewDay was carrying o... (2 pages)View decision -
Decision Reference DRN-4709187
26 Mar 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4709187 The complaint Ms W complains that NewDay Ltd (NewDay) lent to her irresponsibly. What happened Ms W applied for two credit cards from NewDay - a Marbles card and an Aqua card. These were agreed, and the limits increased as shown: Marbles: Date Limit March 2020 £1,200 (new card)... (6 pages)View decision -
Decision Reference DRN-3214320
15 Dec 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3214320 The complaint Mr B is unhappy with the standard of service he received from NewDay Ltd, trading as Aqua, following him informing them that he had mental health issues and that he was struggling financially, including that NewDay recorded a default on his credit file. What happe... (3 pages)View decision -
Decision Reference DRN-5508377
14 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5508377 The complaint Mr H complains that the balance outstanding on his credit card account is incorrect, and that NewDay Ltd didn’t assist him with his enquiries. What happened Mr H has held a retailer branded credit card account through NewDay for several years. In 2022, the reta... (4 pages)View decision