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-4434283
2 Nov 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4434283 The complaint Mrs B complains that NewDay Ltd failed to prevent a payment of £159.09 being taken from her account; and that it has handled things poorly and caused her distress and inconvenience. What happened The background to this complaint is well known to both parties, so I... (3 pages)View decision -
Decision Reference DRN-3975704
21 Mar 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3975704 The complaint Mrs B complains that NewDay Ltd irresponsibly gave her two credit card accounts that she couldn’t afford. What happened On 25 August 2019, Mrs B’s Aqua credit card was opened by NewDay Ltd with an initial credit limit of £450. The credit limit was increased to £1,... (4 pages)View decision -
Decision Reference DRN-4838041
10 Jun 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4838041 The complaint Mr M complains that NewDay Ltd acted irresponsibly in lending him two credit cards. What happened Mr M took out a credit card with NewDay under its Aqua brand in June 2021, with a credit limit of £600. In November 2022, Mr M took out a further credit card with New... (4 pages)View decision -
Decision Reference DRN8715112
23 Nov 2016 NewDay Ltd Not upheldBanking and creditMiss M complains about the poor service she received from NewDay Ltd in relation to her credit card. She thought she’d closed her account but then she received demands for payments after debits were wrongly applied to it.backgroundMiss M made a claim for a refund o... (2 pages)View decision -
Decision Reference DRN-5272697
19 Mar 2025 NewDay Ltd Not upheldConsumer CreditDRN-5272697 The complaint Ms N complains that NewDay Ltd irresponsibly gave her a loan she couldn’t afford to repay. What happened In April 2019, Ms N was granted a £5,000 loan with NewDay. She was required to pay 18 monthly repayments of £326.64. Ms N also held a NewDay credit card whi... (4 pages)View decision -
Decision Reference DRN-3170464
18 Mar 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3170464 The complaint Mr S is unhappy that NewDay Ltd wouldn’t explain to him why a transaction he’d attempted to make on his credit account had been flagged for a security check. What happened Mr S tried to make a transaction on his NewDay account. The attempted transaction was flagge... (2 pages)View decision -
Decision Reference DRN-4824600
6 Jul 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4824600 The complaint Miss A complains that NewDay Ltd trading as Aqua was irresponsible when it offered her a credit card account and later increased her credit limit. What happened NewDay opened a credit card account for Miss A in March 2020 with a credit limit of £1,200. It increase... (4 pages)View decision -
Decision Reference DRN-3224045
31 Mar 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3224045 The complaint Mr R is unhappy with NewDay Ltd’s administration of his credit card accounts. What happened Mr R holds two credit card accounts with NewDay – one Aqua card and a marbles card. Each card has a different rate of interest. Both of Mr R’s credit card accounts are curr... (4 pages)View decision -
Decision Reference DRN-4287774
6 Oct 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4287774 The complaint Mr K complains that NewDay Limited won’t compensate him for a damaged suitcase. What happened In May 2022 Mr K used his NewDay credit card to pay just over £110 for flight tickets purchased from travel company. Mr K travelled and when he received his suitcase at t... (4 pages)View decision -
Decision Reference DRN-2811671
12 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2811671 The complaint Miss O complained that NewDay Ltd (trading as Aqua) acted irresponsibly when agreeing to provide her with a credit card. She says that they increased the account limit on five occasions, causing her financial problems. What happened Miss O applied to NewDay for a... (6 pages)View decision
