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-5802052
8 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5802052 The complaint Mr C complains that NewDay Ltd (“NewDay”) lent to him irresponsibly when it provided him with a credit card account and subsequent credit limit increases. What happened Mr C applied for a credit card with NewDay on 6 May 2022. NewDay approved a BIP credit card... (4 pages)View decision -
Decision Reference DRN-3348043
3 Mar 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3348043 The complaint Mr V is unhappy with how NewDay Ltd dealt with him, when he contacted it to explain he was in financial difficulties. What happened Mr V has explained that he’s been experiencing financial difficulties. This meant he wasn’t able to maintain the contractual payment... (5 pages)View decision -
Decision Reference DRN-3068541
10 Dec 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3068541 The complaint Ms W complains that NewDay Ltd lent irresponsibly when it approved her Tui credit card and later increased the credit limit. Ms W also complains that NewDay lent irresponsibly when it approved a Fluid credit card. What happened In May 2019 Ms W applied for a Tui c... (3 pages)View decision -
Decision Reference DRN-2620415
25 Feb 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2620415 The complaint Mr E complains that NewDay Ltd didn’t help him with a dispute on his card. Then he said it put markers on his card accounts which caused his credit score to drop. What happened Mr E said he rang NewDay about a problem he had with an airline ticket. Mr E said the a... (6 pages)View decision -
Decision Reference DRN-5761786
2 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5761786 The complaint Ms B complains NewDay Ltd trading as Marbles (NewDay) failed to carry out sufficient affordability checks before it approved a credit card account for her. What happened Ms B says NewDay approved a credit card account for her in February 2021 with a credit limi... (3 pages)View decision -
Decision Reference DRN-1910560
6 Aug 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1910560 The complaintMr S complains that NewDay Ltd didn't close his Aqua credit card account when he asked it to. Instead, it sent him notice that it was reducing his credit limit. What happenedMr S had an Aqua credit card, which is issued and administered by NewDay. In August 20... (2 pages)View decision -
Decision Reference DRN0760981
23 Jan 2019 NewDay Ltd Not upheldBanking and creditMrs P complains that NewDay Ltd failed to provide her with statements in large font.backgroundMrs P holds an account with NewDay. She says that when she opened the account she asked for statements and letters to be sent to her in large font.Mrs P complained to NewDay ... (2 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-4251821
19 Jul 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4251821 The complaint Miss S is unhappy that NewDay Ltd haven’t provided her with the correct type of credit card. What happened Miss S is severely disabled and is prescribed medication which affects her memory. Because of this, a chip and pin credit card isn’t suitable for Miss S, bec... (3 pages)View decision -
Decision Reference DRN-3205213
22 Dec 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3205213 The complaint Ms M complains that NewDay Ltd didn’t treat her fairly in how it handled the loyalty points she accrued through using her NewDay issued credit card affiliated to a retailer’s loyalty scheme. What happened Ms M held a NewDay credit card for several years. The card ... (3 pages)View decision