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-3894369
12 Jan 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3894369 The complaint Mrs M complains about NewDay Ltd trading as Amazon Classic Card’s policy regarding refunds to the credit card and these being paid to a bank account upon request. What happened Mrs M says she received two refunds to her NewDay credit card on 17 and 18 May for £112... (3 pages)View decision -
Decision Reference DRN-4986237
3 Sep 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4986237 The complaint Miss C complains that NewDay Limited, trading as Aqua, lent to her irresponsibly when it increased the credit limit on her credit card and that the credit was unaffordable for her. What happened Miss C applied to New Day for an Aqua credit card in November 2020... (4 pages)View decision -
Decision Reference DRN-3169475
23 Nov 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3169475 The complaint Mr B complains that NewDay Ltd, trading as Aqua, (NewDay) irresponsibly provided him with a credit card and limit increases on that card, which increased his debt. What happened In November 2013, Mr B applied for an Aqua branded credit card with NewDay. At the ti... (5 pages)View decision -
Decision Reference DRN2925946
14 Jun 2016 NewDay Ltd Not upheldBanking and creditMrs M, represented by Mr C, complained about the processes NewDay Ltd used when a customer’s account was locked out.backgroundIn February 2016, Mrs M couldn’t access her online account. She got a message saying ‘’password error.’’ She rang NewDay and was told her accoun... (2 pages)View decision -
Decision Reference DRN-3359926
28 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3359926 The complaint Mr L complains NewDay Ltd irresponsibly lent him two credit cards, and a loan. What happened Mr L took out the following: Aqua credit card in May 2015 with an initial limit of £100 Marbles credit card in December 2016 with an initial limit of £600 Marbles loan ... (5 pages)View decision -
Decision Reference DRN-3729432
7 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3729432 The complaint Mrs B complains that NewDay Ltd trading as Fluid irresponsibly provided her with, and increased the limit on, a credit card that she couldn’t afford the repayments on. What happened NewDay provided Mrs B with a credit card and increased the limit as follows: Date ... (3 pages)View decision -
Decision Reference DRN-3705219
22 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3705219 The complaint Ms P complains that NewDay Ltd irresponsibly provided her with two credit card accounts and subsequently increased the credit limits for both over time. She says had it completed reasonable and proportionate checks it would have identified both the issuing of the ... (8 pages)View decision -
Decision Reference DRN-5845534
13 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5845534 The complaint Mrs S complains about the credit limit increases that were applied to her credit card account with NewDay Limited as she says that she has a low credit score and is struggling to pay her debts due to the interest that has been added to her account. What happene... (4 pages)View decision -
Decision Reference DRN-4171018
6 Jun 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4171018 The complaint Miss M says NewDay Ltd, trading as Aqua, irresponsibly lent to her. What happened Miss M applied for a credit card from NewDay in October 2017. It was approved with a limit of £600. She was given six subsequent credit limit increases, and one decrease, as set out ... (4 pages)View decision -
Decision Reference DRN6004895
24 Sep 2019 NewDay Ltd Not upheldBanking and creditMr C complains that NewDay Ltd was irresponsible in increasing his limit on his credit card. He feels that this has played a part in the financial difficulties he’s been experiencing.backgroundMr C took out a credit card provided by NewDay in March 2017. His credit limit was £300.NewDay wr... (2 pages)View decision