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 DRN7315657
23 Jan 2019 NewDay Ltd UpheldBanking and creditMr O complains about the way NewDay Ltd (NewDay) handled some refunds to his Debenhams card following the cancellation of some airline tickets he’d bought. In particular he’s unhappy about the delays NewDay caused and the lack of updates he received, which he says has ca... (3 pages)View decision -
Decision Reference DRN-3257542
21 Jan 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3257542 The complaint Mr T complains that NewDay Ltd failed to refund transactions he didn’t recognise on his credit card account. What happened Mr T noticed two transactions totalling £7,800 he didn’t recognise on his credit card statement. Mr T said he approached the merchant, an onl... (5 pages)View decision -
Decision Reference DRN-4994721
27 Sep 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4994721 The complaint Mr M complains that NewDay Ltd trading as Aqua (NewDay) didn’t sufficiently check whether he could sustain the repayments when opening his credit card account. And providing him with subsequent credit limit increases. In bringing his complaint Mr M is represen... (3 pages)View decision -
Decision Reference DRN7678841
7 Nov 2019 NewDay Ltd UpheldBanking and creditMr S complains that NewDay Ltd failed to place a stop on specific payments due to be made from his store card account.backgroundMr S says he wrote to NewDay in June 2018 to ask it to stop a payment from going out to another company. He said he didn’t receive a response from NewDay and in A... (2 pages)View decision -
Decision Reference DRN-3803721
28 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3803721 The complaint Ms C says NewDay Ltd, trading as Fluid, irresponsibly lent to her. What happened Ms C opened a Fluid card in November 2019. It had a £300 credit limit. She says that was affordable for her at the time but as her circumstances changed NewDay should not have increas... (2 pages)View decision -
Decision Reference DRN8425235
17 May 2019 NewDay Ltd UpheldBanking and creditMr L complains that it took NewDay Ltd (“NewDay”) too long to process his claim under section 75 Consumer Credit Act (“section 75”).backgroundMr L bought a mobile phone in November 2017. He paid for it with a credit card provided by NewDay. But the phone took to long ... (3 pages)View decision -
Decision Reference DRN-5452258
3 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5452258 The complaint Mr I complains that NewDay Ltd irresponsibly lent him money on two credit cards. What happened Mr I took out two credit cards with NewDay – one under its Aqua brand, and one under its Marbles brand. The Aqua card was granted in January 2020 with an initial cred... (6 pages)View decision -
Decision Reference DRN-5103106
6 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5103106 The complaint Mr C complains NewDay Ltd unreasonably terminated his credit card agreement. What happened Mr C says he was unable to access his Aqua credit card account online in 2022 and that he was therefore unable to keep up to date with the account. Contractual monthly pa... (4 pages)View decision -
Decision Reference DRN-3657020
25 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3657020 The complaint Mr H is unhappy with how NewDay Ltd trading as Laura Ashley (NewDay) handled his request for help to recover money following the cancellation of flights. What happened In February 2020 Mr H booked flights for his wife to travel to Spain. He arranged them direct th... (4 pages)View decision -
Decision Reference DRN-3667040
25 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3667040 The complaint Miss T says NewDay Ltd, trading as Aqua, irresponsibly lent to her. What happened Miss T applied for a credit card in November 2015. It was approved with a limit of £300 and she was given six subsequent credit limit increases by NewDay. The first increase in May 2... (4 pages)View decision
