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 DRN0259647
17 Mar 2021 NewDay Ltd Not upheldBanking and creditMr B complains NewDay Ltd repeatedly failed to apply his payment of £343.70 to his Aquacard credit card. Aquacard is a trading name of NewDay, but for the purposes of this decision I will only refer to NewDay. background Mr B tried to make two payments to his credit card on 2 August 2018, ... (3 pages)View decision -
Decision Reference DRN-3657343
19 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3657343 The complaint Mrs M complains that NewDay Ltd trading as Marbles Card has irresponsibly lent to her. Mrs M is represented by her husband in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments he has made as being made by Mrs M herself. Wh... (4 pages)View decision -
Decision Reference DRN8695844
27 Nov 2019 NewDay Ltd Not upheldBanking and creditMr T’s complaint concerns his credit card account with NewDay Ltd (NewDay). He feels he was given incorrect advice over the telephone by a NewDay agent and having acted on that advice it has led him into financial difficulties.backgroundMr T fell into arrears on his account around October ... (2 pages)View decision -
Decision Reference DRN-3686912
7 Sep 2022 NewDay Ltd UpheldInsuranceDRN-3686912 The complaint Miss S complained that her credit card payment protection insurance (“PPI”) policy was cancelled in 2019 without her consent, and that NewDay Ltd (“NewDay”) did not comply with her request to reinstate the policy. Miss S also said that because of the cancellation,... (4 pages)View decision -
Decision Reference DRN-4799021
15 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4799021 The complaint Mr R, through a representative, says NewDay Ltd, trading as Aqua, irresponsibly lent to him. What happened Mr R took out a credit card from NewDay in May 2015. He was given a credit limit of £250. This was then increased to £650 in August 2015 and to £1,250 in Apr... (3 pages)View decision -
Decision Reference DRN5724583
4 Aug 2016 NewDay Ltd Not upheldBanking and creditMrs J complains that NewDay Limited has recorded a default on her credit file but didn’t give her any notice of the default.backgroundMrs J has a store card account with NewDay. She used it to make a purchase in December 2014. But she didn’t pay any money to New... (2 pages)View decision -
Decision Reference DRN-5012786
11 Sep 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5012786 The complaint Mr G, through a representative, says NewDay Ltd irresponsibly lent to him. What happened Mr G applied for a credit card from NewDay in August 2019. It was approved with a limit of £1,200. He was then given five credit limit increases until his limit reached £8,... (3 pages)View decision -
Decision Reference DRN-6033027
22 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6033027 The complaint Mr S has complained NewDay Ltd, trading as Aqua, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr S understood that his credit card account with NewDay had been closed after a phone call with NewDay. He said he ... (3 pages)View decision -
Decision Reference DRN-5267625
16 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5267625 The complaint Mrs R complains that NewDay Ltd trading as Aquacard (NewDay) was irresponsible to open a credit account for her and to later increase the credit limit. Mrs R has brought her complaint via a representative but I will refer to her throughout for simplicity. Wha... (5 pages)View decision -
Decision Reference DRN4303776
24 Oct 2018 NewDay Ltd UpheldBanking and creditMr D complains about the service that he received from NewDay Limited in relation to his credit card account. He says that NewDay’s been unhelpful, ignored his request to change his payment due date, harassed him with phone calls and that he isn't happy with the ... (3 pages)View decision