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-2952185
30 Jul 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2952185 The complaint Mr J complained about lending made to him by NewDay Ltd. He said he already had a considerable amount of unsecured debt when NewDay lent him this money, and he thought this lending was irresponsible. What happened Mr J said he applied for a credit card with NewDa... (3 pages)View decision -
Decision Reference DRN-3687513
8 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3687513 The complaint Ms B complains that NewDay Ltd lent to her irresponsibly. What happened In November 2016, Ms B applied to NewDay for a retailer branded credit card. NewDay approved Ms B’s application and agreed a credit limit of £1,000. In or around August 2017, NewDay increased ... (5 pages)View decision -
Decision Reference DRN-3898775
13 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3898775 The complaint Mr H complains that NewDay Ltd trading as Aqua (“NewDay”) was irresponsible when it increased his credit limit and didn’t treat him fairly when he complained about some of the transactions on his account. What happened NewDay opened a credit card account for Mr H ... (7 pages)View decision -
Decision Reference DRN1594989
17 Jan 2020 NewDay Ltd UpheldBanking and creditMr M complains a telephone agent at NewDay Ltd (NewDay) incorrectly input his address details when he phoned them to make a debit card payment, resulting in these payments being declined, and Mr M being unable to make further telephone payments to his Opus card account.background Mr M has ... (3 pages)View decision -
Decision Reference DRN-3746742
24 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3746742 The complaint Miss S complains NewDay Ltd trading as Aqua didn’t update her address when she requested it and that it handled her complaint poorly. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus on ... (2 pages)View decision -
Decision Reference DRN-2713911
13 Apr 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2713911 The complaint Mr S is unhappy that NewDay Ltd didn’t provide him with information about an outstanding balance on his account and that they passed this debt to third party agencies and reported adverse information to his credit file and didn’t provide him with appropriate suppo... (3 pages)View decision -
Decision Reference DRN-5085899
16 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5085899 The complaint Mrs B is being represented by solicitors. She’s complaining about NewDay Ltd trading as Aqua because she says it lent irresponsibly by providing with a card she couldn’t afford and then going on to increase the credit limit. What happened Mrs B opened a credit ... (3 pages)View decision -
Decision Reference DRN9673087
8 Jul 2016 NewDay Ltd Not upheldBanking and creditMr A says NewDay Ltd was unhelpful when he was trying to track down two refunds. And whilst he was trying to resolve this, it applied charges to his account and reported adverse data to the credit reference agencies. backgroundWhilst Mr A was trying to find out w... (2 pages)View decision -
Decision Reference DRN-3568131
6 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3568131 The complaint Mr A complains about the way his account had been handled by NewDay Ltd, and the tone and content of information he’s received from NewDay after a subject access request (SAR). What happened Mr A has had a credit card account with NewDay for several years. In Octo... (5 pages)View decision -
Decision Reference DRN-5841075
27 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5841075 The complaint Mr S complains that NewDay Ltd irresponsibly provided him with credit. What happened My decision here focusses on three of Mr S’ accounts (the “Amazon”, “Argos” and “AO” brands); the remaining accounts are subject to another complaint – for which I’ll issue a ... (4 pages)View decision