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
-
Decision Reference DRN1880724
15 Jun 2021 NewDay Ltd Not upheldBanking and creditMrs M complains that NewDay Ltd won’t refund a payment made on her credit card to a secondary ticket selling website (“the Website”) for two tickets to a concert abroad. background In July 2016 two tickets were purchased through the Website to attend a concert in 2017 using Mrs M’s NewDay ... (4 pages)View decision -
Decision Reference DRN-6015288
16 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-6015288 The complaint Miss P complains that NewDay Ltd trading as Aqua (NewDay) acted irresponsibly by agreeing to lend to her. In bringing her complaint Miss P is represented by a third party. For ease of reading I will only refer to Miss P in my decision. What happened Around May ... (4 pages)View decision -
Decision Reference DRN-3325753
24 May 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3325753 The complaint Mrs G complains that NewDay Ltd trading as Aqua should have recorded a default on her account when she entered a debt management plan. What happened Mrs G had a NewDay branded credit card. In 2014, she suffered financial difficulties, which resulted in her enterin... (3 pages)View decision -
Decision Reference DRN-5821346
16 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5821346 The complaint Mr M is unhappy with the service he received from NewDay Ltd in relation to his credit card. What happened I issued Mr M and NewDay with a provisional decision setting out why I was minded to uphold Mr M’s complaint in part, and invited both parties to provide... (5 pages)View decision -
Decision Reference DRN-3123765
20 Nov 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3123765 The complaint Mr G complains that NewDay Ltd trading as Debenhams Mastercard (“NewDay Ltd”) incorrectly recorded he had missed payments on his account even though he was granted a payment holiday. What happened Mr G says he tried to carry out a balance transfer with a lender bu... (3 pages)View decision -
Decision Reference DRN-3770948
25 Oct 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3770948 The complaint Mr O is unhappy that NewDay Ltd reported missed payments to his credit file when he was on an agreed payment holiday. What happened Mr O found himself in financial difficulty and struggling to meet the contractual minimum payments required on his NewDay credit acc... (3 pages)View decision -
Decision Reference DRN-2107076
4 Mar 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2107076 The complaint Mrs C complains NewDay Ltd trading as Aqua (NewDay) acted irresponsibly when, on more than one occasion, they increased the credit limit available on her credit card account. What happened Mrs C had a credit card account with NewDay and says they increased the cre... (4 pages)View decision -
Decision Reference DRN-5125429
5 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5125429 The complaint Mrs H, through a representative, says NewDay Ltd (trading as Marbles) irresponsibly lent to her. What happened Mrs H took out a credit card from NewDay in September 2021. She was given a £300 credit limit. This was increased three times until it reached £3,000 ... (3 pages)View decision -
Decision Reference DRN0819707
19 Feb 2020 NewDay Ltd UpheldBanking and creditMs P complains about an Aqua branded credit card provided to her by NewDay Ltd. She thinks it was irresponsible of NewDay to increase her credit limit on three occasions from £250 to £1,650 over 16 months.backgroundA timeline of NewDay’s lending decisions is below: June 2013 – Ms P applie... (5 pages)View decision -
Decision Reference DRN-6020480
16 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6020480 The complaint Miss C has complained that NewDay Ltd were irresponsible in providing her with two Aqua credit cards and increasing the credit limit on one of the cards. What happened In January 2023, NewDay provided Miss C with an Aqua credit card, account ending 551, with a... (3 pages)View decision