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 DRN-3136979
1 Nov 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3136979 The complaint Mr C is unhappy that NewDay Ltd approved him for a credit account which he feels wasn’t affordable for him at that time. What happened In August 2015, Mr C applied for a NewDay administered credit account. His application was approved, and Mr C was issued with a c... (3 pages)View decision -
Decision Reference DRN5041416
7 Feb 2018 NewDay Ltd UpheldBanking and creditMr M complains that NewDay Ltd took a direct debit payment from him after it told him it wouldn’t do that.backgroundMr M used to have a branded store card for a large internet sales firm, which is provided by NewDay. He said that he had problems paying for contactl... (2 pages)View decision -
Decision Reference DRN-5554428
10 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5554428 The complaint Miss M complains that NewDay Ltd acted irresponsibly in granting her a credit card. What happened Miss M opened an account with NewDay in June 2020. The credit limit was £600. In 2024, Miss M complained to NewDay that the account had been unaffordable for her.... (2 pages)View decision -
Decision Reference DRN8146397
23 Jun 2020 NewDay Ltd Not upheldBanking and creditMr D is unhappy that NewDay Ltd t/a Aqua increased his credit limit on his credit card account. He doesn’t think they carried out the appropriate checks before doing so and he thinks they’ve acted irresponsibly. backgroundMr D opened a credit card account with NewDay in January 2014 with a... (2 pages)View decision -
Decision Reference DRN8256842
1 Apr 2015 NewDay Ltd UpheldBanking and creditMrs G complains that NewDay Limited will not refund to her the money that she paid for a pair of shoes. Her complaint is made against NewDay under section 75 of the Consumer Credit Act 1974. backgroundMrs G paid £140 in October 2013 for a pair of shoes using a st... (2 pages)View decision -
Decision Reference DRN-4130939
23 May 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4130939 The complaint Mr S complains that NewDay Ltd trading as Aqua lent to him irresponsibly. What happened Mr S’s complaint is about three Aqua accounts and a Fluid account. The first Aqua account was opened in December 2016. NewDay gave Mr S a card with an initial credit limit of £... (2 pages)View decision -
Decision Reference DRN0092896
11 Mar 2020 NewDay Ltd UpheldBanking and creditMrs C complains that NewDay Ltd blocked her credit card account.background Mrs C says she tried to pay for flights with her NewDay credit card but the transaction was declined. She says she spoke to NewDay about what had happened and was told a block had been applied some four months earli... (2 pages)View decision -
Decision Reference DRN-2598745
22 Feb 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2598745 The complaint Mr H complains that NewDay Ltd (“NewDay”) won’t write off his credit card debt (“debt”). He also complains that NewDay won’t amend what it has reported in respect of this debt to credit reference agencies. What happened Mr H’s complaint was considered by one of ou... (2 pages)View decision -
Decision Reference DRN-3585299
27 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3585299 The complaint Ms C complains that NewDay Ltd lent to her irresponsibly. What happened In August 2015 Ms C opened a store card account with NewDay. She had an account limit of £1,000 which was increased to £1,300 in February 2016. Ms C says that NewDay shouldn’t have lent to her... (3 pages)View decision -
Decision Reference DRN-4647647
27 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4647647 The complaint Mr O complains NewDay Ltd are refusing to honour the credit limit and interest rate offered to him as an existing customer when his John Lewis store card was transferred over to them. What happened The background to this case is well known to both parties, so I wo... (3 pages)View decision