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-4388087
6 Nov 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4388087 The complaint Miss C complains that NewDay Ltd (NewDay) lent to her irresponsibly. What happened Miss C had two credit cards from NewDay, an Aqua card and a Marbles card. The Aqua card was opened in November 2015; the Aqua card was opened in December 2017. Limit increases were ... (5 pages)View decision -
Decision Reference DRN-4077856
24 May 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4077856 The complaint Miss C complains that NewDay Ltd acted irresponsibly when it increased her credit card limit in 2021. What happened Miss C applied for a credit card with NewDay in 2020. The following year NewDay increased Miss C’s credit limit and in 2021 the credit card limit wa... (2 pages)View decision -
Decision Reference DRN-4500057
13 Aug 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4500057 The complaint Mr H complains about NewDay Ltd’s handling of his credit card account. What happened Mr H had a House of Fraser (HoF) credit card issued in partnership with NewDay. In August 2022, NewDay wrote to Mr H to explain the partnership was ending and from November 202... (3 pages)View decision -
Decision Reference DRN-5126175
5 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5126175 The complaint Mrs G complains that NewDay Ltd trading as Fluid (“NewDay”) was irresponsible to open a credit account for her and to later increase the credit limit. Mrs G has brought her complaint via a representative but I will refer to her throughout for simplicity. What... (5 pages)View decision -
Decision Reference DRN-5064406
6 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5064406 The complaint Mr G has complained that NewDay Ltd trading as Partnership Card failed to obtain a refund for a transaction made using his NewDay credit card. What happened In March 2024, Mr G hired a cement mixer from a company that I’ll refer to as T. Mr G paid for the hire ... (3 pages)View decision -
Decision Reference DRN-5588952
28 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5588952 The complaint Mr L complains NewDay Ltd trading as BIP (NewDay) failed to carry out reasonable credit checks before approving a credit account for him. What happened Mr L says NewDay approved a credit account for him at a time when he already had high levels of external revo... (3 pages)View decision -
Decision Reference DRN9375315
13 Mar 2019 NewDay Ltd Not upheldBanking and creditMr S complains that NewDay Ltd lent irresponsibly when it approved a credit card in 2015. Mr S also complains that he didn’t know a default had been applied in 2016. backgroundMr S applied for a NewDay credit card in 2015 and it was approved. In August 2016 Mr S m... (2 pages)View decision -
Decision Reference DRN-3518745
31 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3518745 The complaint Mrs K is unhappy with how NewDay Ltd responded to concerns she had about potential fraud occurring on her account. What happened Mrs K had a NewDay administered credit account. In October 2021, Mrs K received an email from NewDay which stated that her credit accou... (2 pages)View decision -
Decision Reference DRN-3015664
26 Aug 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3015664 The complaint Mr P complained that NewDay Ltd trading as Aqua offered him a refund of fees, but didn’t pay that, and instead kept charging him additional fees. He said he complained, but NewDay never responded, it just applied a default to his account without warning. What happ... (5 pages)View decision -
Decision Reference DRN7173809
30 Jan 2017 NewDay Ltd UpheldBanking and creditMiss M complains that NewDay Ltd cancelled her direct debit. And that this led to arrears and a default on her account.backgroundMiss M took out a finance agreement to buy something from limited company C. At the time, the finance was administered by another lender. New... (2 pages)View decision