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 2123 results
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Decision Reference DRN-3855579
2 Feb 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3855579 The complaint Mr L says NewDay Ltd, trading as Fluid, did not make clear the details of its balance transfer offer. What happened Mr L opened a credit card with NewDay on 27 August 2022. On 7 September 2022 he tried to transfer in a balance from another provider to take advanta... (2 pages)View decision -
Decision Reference DRN-5076841
11 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5076841 The complaint Mrs B has complained that NewDay Ltd didn’t fairly or reasonably deal with claims under the Consumer Credit Act 1974 (“the CCA”) in relation to a holiday product bought, in part, using her credit card. What happened In June 2016, Mrs B and Mr B purchased holida... (4 pages)View decision -
Decision Reference DRN-4430612
18 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4430612 The complaint Mrs H complains that NewDay Ltd trading as Aquacard was irresponsible in its lending to her. What happened NewDay provided Mrs H with a credit card. She says that between 2017 and 2019 she was struggling financially which would have been seen from her defaults. Sh... (3 pages)View decision -
Decision Reference DRN2327772
12 May 2014 NewDay Ltd UpheldPayment protection insurance (PPI)Mr D complains about the sale of a monthly premium payment protection insurance (“PPI”) policy in connection with a credit card account in 2000. Mr D says NewDay Ltd (“NewDay”) (formerly trading as Progressive Credit Limited) mis-sold the policy. In essence Mr D complains that the opt... (4 pages)View decision -
Decision Reference DRN-3798687
9 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3798687 The complaint Miss M complains that NewDay Limited, trading as Aqua, irresponsibly lent to her by providing her with two credit cards and by regularly increasing her credit limits. I know that NewDay did not make the initial lending decisions in Miss M’s case. But it is respons... (5 pages)View decision -
Decision Reference DRN9229268
4 Sep 2015 NewDay Ltd UpheldBanking and creditMrs P complained about NewDay Ltd. It didn’t add her store card loyalty points and didn’t deal well with her complaint. backgroundMrs P opened a store card in October 2014. The card account was run by NewDay. She spent money with the store, but when she got her statemen... (2 pages)View decision -
Decision Reference DRN-2197197
22 Sep 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-2197197The complaintMr F complains that NewDay Ltd didn't process a payment he needed to make to buy a new boiler. This caused him significant inconvenience and the loss of reward points on his credit card account. What happenedMr F has explained that he needed to buy a new boiler... (3 pages)View decision -
Decision Reference DRN-5467233
25 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5467233 The complaint Mrs K complains that NewDay Ltd trading as Aqua was irresponsible to open a credit account for her and to later increase the credit limit on several occasions. Mrs K has brought her complaint via a representative but I will refer to her throughout for simplici... (3 pages)View decision -
Decision Reference DRN-5445837
11 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5445837 The complaint Mr J complains that NewDay Ltd was irresponsible in its lending to him. He wants all interest and charges refunded along with statutory interest and any adverse information recorded about his account removed from his credit file. Mr J is represented by a third ... (3 pages)View decision -
Decision Reference DRN-5119069
20 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5119069 The complaint Mr A complains that NewDay Ltd trading as Aqua lent to him irresponsibly. What happened In December 2017 Mr A applied for a credit card with NewDay. NewDay approved the application and gave Mr A a credit card with an initial credit limit of £900. The credit lim... (3 pages)View decision
