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 DRN0114071
12 Aug 2019 NewDay Ltd Not upheldBanking and creditMr D complains that although NewDay Ltd has passed his debt to a collection agency, it’s still asking him for money. He doesn’t want to be charged interest, and he doesn’t want to be charged twice.backgroundMr D contacted us because he thought something had gone wrong with payments to a cr... (2 pages)View decision -
Decision Reference DRN-4217186
23 Aug 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4217186 The complaint Mr F complains NewDay Ltd (NewDay) refused to provide the credit limit he had previously enjoyed on his retailer partnership credit card account with the previous card provider, following its transfer to NewDay. What happened Mr F says he held a retailer partnersh... (3 pages)View decision -
Decision Reference DRN-3193439
26 Jan 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3193439 The complaint Mr V complains that NewDay Ltd (NewDay) didn’t carry out appropriate checks when agreeing to lend to him. And that if it had, NewDay would’ve seen that the lending wasn’t affordable for him. Mr V is also unhappy with the way NewDay responded to his personal circum... (5 pages)View decision -
Decision Reference DRN-3083906
4 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3083906 The complaint Miss B is unhappy that NewDay Ltd, trading as Aqua, approved her for credit that wasn’t affordable for her at that time and later increased the limit on her credit account which also wasn’t affordable for her at that time. What happened Miss B applied for a NewDay... (4 pages)View decision -
Decision Reference DRN-5563430
17 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5563430 The complaint Mr B complains NewDay Ltd trading as Aqua (NewDay) failed to carry out appropriate financial checks before it approved a credit card facility and several subsequent credit limit increases. What happened Mr B says he was approved for a credit card account by New... (5 pages)View decision -
Decision Reference DRN-3012006
14 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3012006 The complaint Ms K complains about NewDay Ltd (“NewDay”) for proactively increasing her credit card limit on multiple occasions. She feels that the lending was irresponsible and caused her to incur greater debt. She wants NewDay to refund the interest and charges applied to her... (3 pages)View decision -
Decision Reference DRN-5318290
30 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5318290 The complaint Miss I complains NewDay Ltd trading as Marbles (NewDay) acted irresponsibly by failing to conduct proportionate checks prior to approving her for lending. She says had they done they would have seen she wasn’t in a position to handle additional credit. What hap... (6 pages)View decision -
Decision Reference DRN1131807
4 Dec 2018 NewDay Ltd Not upheldBanking and creditMr B complains that NewDay Ltd (trading as Aqua and Marbles) was irresponsible to increase his credit limit and to provide him with a new credit card at a time when he was experiencing financial difficulties.backgroundMr B had an Aqua credit card. He says that in 2016 ... (2 pages)View decision -
Decision Reference DRN-3136205
16 Nov 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3136205 The complaint Mr J is unhappy that NewDay Ltd, trading as Aquacard, approved him for a credit account which he feels was unaffordable for him at that time. What happened Mr J applied for a NewDay administered credit account in May 2021. Mr J’s application was successful and New... (3 pages)View decision -
Decision Reference DRN4248177
30 Oct 2018 NewDay Ltd UpheldBanking and creditMr O complains about how NewDay Ltd has recorded his credit card account on his credit file.backgroundMr O said that he was no longer in work, because of health problems. He told NewDay about those problems, and it agreed not to pursue him for the outstanding de... (4 pages)View decision