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 DRN0037577
19 Dec 2019 NewDay Ltd UpheldBanking and creditMr A complains about the handling of his credit card account by NewDay Ltd (“NewDay”).background Mr A says he’s had his account for a number of years. In March or April 2018 he told NewDay he was in financial difficulty and was unable to make the minimum payment. He completed an income and... (2 pages)View decision -
Decision Reference DRN-4652080
9 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4652080 The complaint In summary, Mr S complains that NewDay Ltd trading as Aqua, blocked his credit card account. He would like his account to be unblocked and is unhappy with NewDay’s security process. What happened In June 2023 Mr S opened a credit card account with NewDay. Shortly ... (2 pages)View decision -
Decision Reference DRN-3882776
16 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3882776 The complaint Mr D complains that NewDay Ltd trading as Marbles lent to him irresponsibly by increasing his credit limit. What happened In April 2016 Mr D opened a credit card account with NewDay with an initial credit limit of £250. In November 2016 NewDay increased the credit... (3 pages)View decision -
Decision Reference DRN-2488786
12 Jan 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2488786 The complaint Ms P complains that NewDay Ltd terminated her credit card account whilst a payment break had been agreed. What happened Ms P got in touch with NewDay in March 2020 to inform them that she was undergoing treatment for an illness, and asked for a payment break for h... (3 pages)View decision -
Decision Reference DRN-5312983
7 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5312983 The complaint Mr S complains that NewDay Ltd didn’t do enough to safeguard him when he was gambling and spending high volumes with an overseas online ‘mystery box’ seller. What happened Mr S had five credit cards with NewDay under the brand names, Pulse, Fluid and Aqua. In J... (3 pages)View decision -
Decision Reference DRN0180856
11 Dec 2018 NewDay Ltd UpheldBanking and creditMr Q complains about the time taken by NewDay Ltd to deal with a refund to his card account and that he was given incorrect information about this.backgroundMr Q was due a refund of £1,251.45 for an item he had previously purchased with his card. He contacted NewDay ... (2 pages)View decision -
Decision Reference DRN-4682516
31 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4682516 The complaint Mr L complains about the way NewDay Ltd, trading as Aqua, managed his credit card account. What happened Mr L held a credit card with NewDay until 2022, when the agreement was terminated. Prior to termination, Mr L had missed several repayments and been sent ... (3 pages)View decision -
Decision Reference DRN9803939
28 Jan 2019 NewDay Ltd UpheldBanking and creditMr W complains that NewDay Ltd has unfairly recorded and refused to remove adverse information on his credit file in relation to a finance arrangement he had with it.backgroundI recently issued my provisional conclusions setting out the events leading up to this com... (4 pages)View decision -
Decision Reference DRN-5259262
14 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5259262 The complaint Miss N complains that NewDay Ltd have irresponsibly lent to her. What happened Miss N was approved for an NewDay credit card (which I will refer to as A in this decision), in April 2010 with a credit limit of £350. I have detailed the credit limit changes below... (6 pages)View decision -
Decision Reference DRN-4686971
22 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4686971 The complaint Mr M is unhappy with the service he’s received from NewDay Ltd trading as Marbles about several events relating to his credit card. What happened Mr M holds a Marbles branded credit card with NewDay. In October 2023 Mr M complained to NewDay. His complaint was... (4 pages)View decision
