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 DRN-5543077
28 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5543077 The complaint Mr C complains NewDay Ltd trading as Aqua (NewDay) acted irresponsibly when it provided him with two credit card accounts in April 2019 and February 2022. What happened Mr C says he was approved for a credit card with a £300 limit by NewDay in April 2019 at a t... (4 pages)View decision -
Decision Reference DRN-2181912
28 Sep 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2181912The complaintMrs C complains that NewDay Limited (NewDay) failed to correctly process a Section 75 claim relating to a payment made on her credit card . What happenedMrs C has a credit card account with NewDay and requested they carry out a refund request on her behalf as she w... (3 pages)View decision -
Decision Reference DRN-4078037
3 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4078037 The complaint Mr M complains that NewDay Ltd trading as Marbles lent to him irresponsibly. What happened Mr M’s complaint is about a credit card provided by NewDay. The account was opened in September 2020 with an initial credit limit of £600. The credit limit was increased to ... (2 pages)View decision -
Decision Reference DRN-1880024
1 Jun 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1880024The complaintMr P complains about NewDay Ltd’s decision to default his credit card account.What happenedThe background to this complaint and my initial conclusions are set out in my provisional decision dated 30 April 2020. In my provisional decision I explained why I didn'... (3 pages)View decision -
Decision Reference DRN-4330750
15 Sep 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4330750 The complaint Mr B complains that NewDay Ltd declined his credit card application. What happened For several years, Mr B held a well-known high street store brand credit card. The credit facility was initially provided by a third-party bank until NewDay took over. When the bra... (3 pages)View decision -
Decision Reference DRN-2685798
13 Apr 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2685798 The complaint Mr H complains that NewDay Ltd, trading as Aqua, lent to him irresponsibly by providing, and increasing the credit limit on, a credit card. What happened Mr H applied for a credit card with NewDay in December 2013. NewDay agreed to provide this. The initial credi... (4 pages)View decision -
Decision Reference DRN-3255506
11 Feb 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3255506 The complaint Mr J complains that NewDay Ltd acted irresponsibly when it provided him with a credit card account in 2015 and then increased the credit limit on that card on a number of occasions. What happened Mr J had a credit card account with NewDay. He says he applied for t... (8 pages)View decision -
Decision Reference DRN-3075881
29 Sep 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3075881 The complaint Mr H is unhappy that NewDay Ltd, trading as Aqua, approved him for a credit account which was unaffordable for him at that time and later increased the credit limit on that account, which Mr H also feels was unaffordable for him at that time. What happened Mr H ap... (3 pages)View decision -
Decision Reference DRN-2636920
22 Mar 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2636920 The complaint Mr H complains that NewDay Ltd refused his credit limit increase application and hasn’t explained why. What happened Mr H says he was given the option of increasing his credit limit via an online screen and applied but was told the credit limit would not be increa... (2 pages)View decision -
Decision Reference DRN5372783
16 Sep 2019 NewDay Ltd Not upheldBanking and creditMr L is unhappy that NewDay Ltd registered a default against his credit file.backgroundIn early 2014, Mr L went into arrears on a credit card account he held with NewDay. Mr L had initially set up a direct debit to collect the full balance but these began to return unpaid.Around the same t... (3 pages)View decision
