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 DRN4216925
6 Aug 2020 NewDay Ltd Not upheldBanking and creditComplaintMs O complains that NewDay Ltd (trading as Aquacard) reported the wrong date of birth to the credit reference agencies and went on to block a Notice of Correction she tried to register. BackgroundMs O completed a credit card application in January 2014. Ms O’s date of birth was gi... (2 pages)View decision -
Decision Reference DRN-3209520
28 Jan 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3209520 The complaint Ms J complains that NewDay Ltd trading as Fluid Mastercard (“NewDay”) was irresponsible in raising the credit limit on her account. What happened In April 2019, Ms J opened a credit card account with NewDay. The credit limit was £900. In August 2019, NewDay increa... (3 pages)View decision -
Decision Reference DRN-5807894
15 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5807894 The complaint Mr B complains that NewDay Ltd (“NewDay”) wrongfully changed the interest rate on a credit card he held with them. What happened Mr B held a credit card account with NewDay since October 2022. In June 2023, NewDay wrote to Mr B and said: “Due to the changing... (3 pages)View decision -
Decision Reference DRN-4346687
4 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4346687 The complaint Mr B is unhappy because he was led to believe by NewDay Ltd that his account was in credit by £192. Mr B spent the funds as he believed he had this to spend but later found out that the balance on the account was incorrect as further transactions were debited. Wha... (2 pages)View decision -
Decision Reference DRN-6121561
23 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6121561 The complaint Mr M complains that NewDay Ltd lent to him irresponsibly. What happened Mr M held two credit cards with NewDay; he opened a “Marbles” branded account in October 2020 and was given an initial credit limit of £600. That limit was increased once, in November 2023... (4 pages)View decision -
Decision Reference DRN8370498
18 Apr 2018 NewDay Ltd UpheldBanking and creditMr O has complained that he wasn’t able to use his NewDay Ltd credit card while he was overseas.backgroundMr O has a credit card provided by NewDay. The account is in his sole name but his wife has her own card on the same account. Mr and Mrs O went on holiday ... (2 pages)View decision -
Decision Reference DRN-5923536
25 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5923536 The complaint Mr L complains that he received his July 2025 credit card statement from NewDay Ltd after the payment due date. What happened Mr L is unhappy because he received his John Lewis Partnership credit card statement dated 15 July 2025 the day after the payment due d... (2 pages)View decision -
Decision Reference DRN-4610436
11 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4610436 Complaint Mrs G has complained that NewDay Ltd (“NewDay”) irresponsibly provided her with credit card accounts, which it then allowed her to access funds in order to gamble even after a prohibition on using credit cards for gambling was introduced. Background Mrs G had two cred... (6 pages)View decision -
Decision Reference DRN-3142009
20 Dec 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3142009 The complaint Mrs P is complaining about the way NewDay Ltd handled a chargeback claim she made regarding a transaction on her credit card. What happened Mrs P bought a holiday wedding package for her daughter and daughter’s fiancé which was provided by a travel company who I s... (3 pages)View decision -
Decision Reference DRN-5721413
9 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5721413 The complaint Miss G complains that NewDay Ltd trading as Aqua lent to her irresponsibly by approving a credit card for her in May 2019 and then making credit limit increases which she could not afford to repay. What happened I created this table for clarity. It shows the le... (4 pages)View decision