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-5840928
25 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5840928 The complaint Mr G complains that NewDay Ltd lent irresponsibly when it approved two credit card applications he made and increased the credit limit on both accounts. What happened The background to this complaint and my initial conclusions were set out in a provisional dec... (5 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-3111527
29 Oct 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3111527 The complaint Mr G complains NewDay Ltd (NewDay) provided poor customer service and failed to send him his credit card statements, resulting in late fees being charged to his credit card account. What happened Mr G says in November 2020 charges were made to his credit card acco... (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-1908369
11 Nov 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1908369 The complaint Mr M complains that NewDay Limited (NewDay) have unfairly defaulted his credit card account and informed credit reference agencies which has damaged his credit score. He would like it to amend the references. What happened Mr M had a credit card account with NewDa... (2 pages)View decision -
Decision Reference DRN-5369290
21 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5369290 The complaint Mr C complains that NewDay Ltd trading as BIP reported adverse information about his credit card account to credit reference agencies. What happened In 2023, Mr C complained to NewDay that the credit card account wasn’t affordable when it was sold. NewDay uphel... (2 pages)View decision -
Decision Reference DRN-5449924
18 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5449924 The complaint Mr P complains NewDay Ltd trading as Aqua (NewDay) missed red flags and indications of clear financial distress when approving him for a credit card and then going on to extend his credit limit without completing a thorough assessment of his financial situation... (7 pages)View decision -
Decision Reference DRN-4832499
1 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4832499 The complaint Mr M complained that a payment he made to his NewDay Ltd (“NewDay”) credit card account went missing. What happened Mr M made a payment of £75 to NewDay on 22 March 2023, but the money never reached his NewDay credit card account. Mr M says that he contacted NewDa... (2 pages)View decision -
Decision Reference DRN-4521984
19 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4521984 The complaint Mr D complains about difficulties making a payment via NewDay Ltd trading as Pulse’s app. Mr D also complains that NewDay unfairly recorded Query Markers (Q markers) on his credit file when he raised a complaint. What happened The background to this complaint and ... (4 pages)View decision -
Decision Reference DRN0798468
15 May 2020 NewDay Ltd UpheldBanking and creditMiss S is unhappy with the credit limit increases NewDay Ltd applied to her credit card accounts. She thinks this was irresponsible lending. Miss S wants a refund of the interest and charges caused by the credit limit increases. She also wants the defaults for these accounts to be removed ... (4 pages)View decision