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-5499457
8 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5499457 The complaint Mrs E complains that NewDay Ltd failed to adequately reassess her financial circumstances over the lifetime of her account with them. What happened Mrs E had a NewDay branded credit card with a £5,000 credit limit. She says that NewDay failed to adequately reas... (3 pages)View decision -
Decision Reference DRN-5646618
17 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5646618 The complaint Miss S complains that NewDay Ltd trading as Aqua (NewDay) acted irresponsibly in agreeing to a credit card account and subsequent credit limit increase as she said the lending wasn’t affordable for her. What happened In April 2022 Miss S applied for a credit ca... (4 pages)View decision -
Decision Reference DRN-4888449
3 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4888449 The complaint Mrs W complains NewDay Ltd have acted unfairly by not refunding the payment she made towards a holiday using her credit card. What happened On 12 May 2023 Mrs W used her NewDay credit card to purchase a package holiday, departing on 18 May 2023, at a cost of £2,59... (6 pages)View decision -
Decision Reference DRN9093051
20 Mar 2018 NewDay Ltd UpheldBanking and creditMs M complains that NewDay Ltd shared her account information with a third party without her consent.backgroundOn 15 February 2017, Ms M telephoned NewDay Ltd to discuss the minimum payment due on her Aqua credit card. During the call, Ms M explained that a third party ... (2 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 DRN8461475
16 Jun 2020 NewDay Ltd UpheldBanking and creditMrs B has complained about two credit card accounts taken out with NewDay Ltd. Mrs B says that NewDay shouldn’t have increased the credit limit on her Aqua card in 2014 and that it should not have allowed her to take out the Opus card in 2018. backgroundIn February 2012 Mrs B took out the... (4 pages)View decision -
Decision Reference DRN-4481882
6 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4481882 The complaint Miss M complains that NewDay Ltd unfairly defaulted her account after agreeing to put it on hold. What happened Miss M was provided with a credit card by NewDay which she explained was being used and paid for by a family member. Sadly, the family member passed awa... (3 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 DRN0195308
6 Nov 2019 NewDay Ltd UpheldBanking and creditMrs H has complained NewDay Ltd dealt with her fraud case poorly.backgroundIn November 2017 Mrs H applied for a Debenhams card from NewDay. She was then away for a bit and when she got back, hadn’t received her card nor PIN from them. She phoned to ask where these were. She was kept on the... (3 pages)View decision -
Decision Reference DRN-5193420
21 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5193420 The complaint Mr M complains about interest rate increases that NewDay Ltd (‘NewDay’), trading as Debenhams Mastercard, applied to his account. What happened Mr M experienced some difficulty making repayments towards his NewDay credit card account. He was allowed breathing s... (2 pages)View decision