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 2113 results
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Decision Reference DRN-5208366
19 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5208366 The complaint Ms S complains that NewDay Ltd irresponsibly lent to her. What happened Ms S was approved for an NewDay credit card (which I will refer to as A in this decision), in October 2019 with a credit limit of £1,200. I have detailed the credit limit changes below: Jul... (6 pages)View decision -
Decision Reference DRN-3536405
13 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3536405 The complaint Mr B complains that NewDay Ltd have irresponsibly lent to him. What happened Mr B was approved for two NewDay credit cards which I will refer to as A and B. NewDay increased the credit limits on both cards, which I have detailed below. Card A – approved December 2... (6 pages)View decision -
Decision Reference DRN-4539593
4 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4539593 The complaint Ms G complains NewDay Ltd said she’d need a mobile phone if she wanted to carry on using her credit card. What happened Ms G says she’d had a John Lewis credit card for over 10 years and found it useful as she shopped at Waitrose on a regular basis meaning she ear... (3 pages)View decision -
Decision Reference DRN-5272697
19 Mar 2025 NewDay Ltd Not upheldConsumer CreditDRN-5272697 The complaint Ms N complains that NewDay Ltd irresponsibly gave her a loan she couldn’t afford to repay. What happened In April 2019, Ms N was granted a £5,000 loan with NewDay. She was required to pay 18 monthly repayments of £326.64. Ms N also held a NewDay credit card whi... (4 pages)View decision -
Decision Reference DRN-3464086
13 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3464086 The complaint Mr S complains that NewDay Ltd (trading as Marbles) has recorded adverse information on his credit file about a credit card that he didn’t apply for. What happened In January 2020 Mr S became aware that a credit card account had been opened in his name and that th... (3 pages)View decision -
Decision Reference DRN-2730149
30 Apr 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2730149 The complaint Mr H complains that NewDay Ltd didn’t correctly process his payment for a holiday and as a result the loyalty points he’d accrued on his card weren’t redeemed against the purchase price. He’d like NewDay Ltd to pay him the monetary value of the points he’d accrued... (3 pages)View decision -
Decision Reference DRN-2811671
12 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2811671 The complaint Miss O complained that NewDay Ltd (trading as Aqua) acted irresponsibly when agreeing to provide her with a credit card. She says that they increased the account limit on five occasions, causing her financial problems. What happened Miss O applied to NewDay for a... (6 pages)View decision -
Decision Reference DRN-3694009
9 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3694009 The complaint Mrs T complains that NewDay Ltd irresponsibly lent to her. Mrs T is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mrs T herself. What happened Mrs T a... (4 pages)View decision -
Decision Reference DRN-3224045
31 Mar 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3224045 The complaint Mr R is unhappy with NewDay Ltd’s administration of his credit card accounts. What happened Mr R holds two credit card accounts with NewDay – one Aqua card and a marbles card. Each card has a different rate of interest. Both of Mr R’s credit card accounts are curr... (4 pages)View decision -
Decision Reference DRN-4824600
6 Jul 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4824600 The complaint Miss A complains that NewDay Ltd trading as Aqua was irresponsible when it offered her a credit card account and later increased her credit limit. What happened NewDay opened a credit card account for Miss A in March 2020 with a credit limit of £1,200. It increase... (4 pages)View decision
