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-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-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-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 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 -
Decision Reference DRN-5741865
3 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5741865 The complaint Miss H complains that NewDay Ltd lent irresponsibly when it approved her Fluid and Aqua credit card applications and increased the credit limit on both accounts. What happened Miss H applied for a Fluid credit card with NewDay in October 2021. In her applicati... (4 pages)View decision -
Decision Reference DRN-4909585
6 Aug 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4909585 The complaint Miss S complains that NewDay Ltd was irresponsible in its lending to her. Miss S is represented by a third party but for ease of reference I have referred to Miss S throughout this decision. What happened Miss S was provided with a credit card account by NewDay... (4 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-2868860
21 Jul 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2868860 The complaint Miss G complains that NewDay trading as Aqua irresponsibly allowed her to open two credit card accounts and later increased the credit limit. She complains that the lending was unaffordable. What happened Miss G says her credit card accounts were unaffordable and ... (3 pages)View decision -
Decision Reference DRN-3890626
10 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3890626 The complaint Mrs B complains that NewDay Ltd trading as Fluid was irresponsible in its lending to her. Mrs B is represented by a family member but for ease of reference I have referred to Mrs B throughout this decision. What happened Mrs B was provided with a Fluid credit card... (3 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