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-4552104
23 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4552104 The complaint Mrs K complains NewDay Ltd said she’d need a mobile phone if she wanted to carry on using her credit card. What happened Mrs K says she’d had a John Lewis credit card for several years and found it useful as she shopped at Waitrose on a regular basis meaning she e... (3 pages)View decision -
Decision Reference DRN-1202205
19 Dec 2019 NewDay Ltd Not upheldBanking and PaymentsDRN-1202205The complaintMr S complains about NewDay Ltd reducing the credit limit on his credit card and not explaining the reasons why. What happenedMr S has held a credit card with NewDay for several years. And in March this year NewDay wrote to him explaining his credit limit would be d... (3 pages)View decision -
Decision Reference DRN-3804287
17 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3804287 The complaint Mrs B complains about a credit card account she has with NewDay Ltd and in particular, the way that NewDay has dealt with a claim made under Section 75 of the Consumer Credit Act (S75). Mrs B is represented in the complaint by Mr S but for ease I have referred to ... (6 pages)View decision -
Decision Reference DRN-3473549
20 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3473549 The complaint Mr C has complained that NewDay Ltd trading as Marbles and Aqua irresponsibly lent to him. What happened Mr C opened a credit card account with NewDay (trading as Aqua) in October 2015. His credit limit was initially £300. In July 2016 his credit limit was increas... (3 pages)View decision -
Decision Reference DRN-4868723
5 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4868723 The complaint Mr A, who is represented by a third party, complains that NewDay Ltd (“NewDay”), trading as Aqua, irresponsibly granted him a credit card account he couldn’t afford to repay. What happened Mr A entered into an agreement with NewDay to have access to credit by way ... (3 pages)View decision -
Decision Reference DRN-5700891
28 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5700891 The complaint Mrs F complains that NewDay Ltd trading as Aqua suspended her account without notice. What happened Mrs F holds a credit card account with NewDay. In August 2024 Mrs F raised a complaint with NewDay about affordability. She ‘s unhappy that NewDay suspended her ... (2 pages)View decision -
Decision Reference DRN-5607278
2 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5607278 The complaint Ms B complains NewDay Ltd Trading as Fluid (NewDay) failed to carry out sufficient financial checks before it approved a credit card account for her. What happened Ms B says she applied for a credit card with NewDay around three years ago at a time when she was... (3 pages)View decision -
Decision Reference DRN-4085828
13 Jun 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4085828 The complaint Ms O complains about NewDay Ltd recording adverse information on her credit file in relation to a credit card account. What happened Ms O stopped making payments towards her credit card from December 2020. Despite NewDay allowing several payment holidays, it recor... (3 pages)View decision -
Decision Reference DRN2960091
19 May 2017 NewDay Ltd UpheldBanking and creditMrs W’s son complains on her behalf, that NewDay Ltd didn’t allocate a payment to her store card account properly.backgroundMrs W made a payment into her store card account on 2 November 2016. NewDay didn’t allocate the payment to her account and wrote to her sev... (2 pages)View decision -
Decision Reference DRN-3209666
15 Dec 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3209666 The complaint Mr E complains about credit limit increases made by NewDay Ltd on two credit cards that he held with it. Mr E said that he was already in a difficult financial situation, and this increased lending made things worse. What happened Mr E told us he’d taken out two ... (6 pages)View decision