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
-
Decision Reference DRN-5554004
2 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5554004 The complaint Mr D complains NewDay Ltd trading as Aqua (NewDay) failed to carry out sufficient financial checks before it approved a credit card facility for him. What happened Mr D says he applied for a credit card with NewDay in February 2021 and a credit facility of £450... (3 pages)View decision -
Decision Reference DRN-3136979
1 Nov 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3136979 The complaint Mr C is unhappy that NewDay Ltd approved him for a credit account which he feels wasn’t affordable for him at that time. What happened In August 2015, Mr C applied for a NewDay administered credit account. His application was approved, and Mr C was issued with a c... (3 pages)View decision -
Decision Reference DRN-3170464
18 Mar 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3170464 The complaint Mr S is unhappy that NewDay Ltd wouldn’t explain to him why a transaction he’d attempted to make on his credit account had been flagged for a security check. What happened Mr S tried to make a transaction on his NewDay account. The attempted transaction was flagge... (2 pages)View decision -
Decision Reference DRN-3821713
6 Feb 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3821713 The complaint Mrs N complains about how NewDay Ltd responded to a claim she made about a purchase on her credit card. What happened Mrs N bought tickets for a concert from a ticket agency (‘the supplier’) using her NewDay credit card. The concert was due to take place in August... (3 pages)View decision -
Decision Reference DRN5041416
7 Feb 2018 NewDay Ltd UpheldBanking and creditMr M complains that NewDay Ltd took a direct debit payment from him after it told him it wouldn’t do that.backgroundMr M used to have a branded store card for a large internet sales firm, which is provided by NewDay. He said that he had problems paying for contactl... (2 pages)View decision -
Decision Reference DRN-5241916
7 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5241916 The complaint Mrs M complains that NewDay Ltd irresponsibly lent to her. What happened Mrs M was approved for an NewDay credit card (which I will refer to as A in this decision), in August 2020 with a credit limit of £500. I have detailed the credit limit changes below: Nove... (5 pages)View decision -
Decision Reference DRN-4130939
23 May 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4130939 The complaint Mr S complains that NewDay Ltd trading as Aqua lent to him irresponsibly. What happened Mr S’s complaint is about three Aqua accounts and a Fluid account. The first Aqua account was opened in December 2016. NewDay gave Mr S a card with an initial credit limit of £... (2 pages)View decision -
Decision Reference DRN4171523
24 Jan 2019 NewDay Ltd UpheldBanking and creditMr D complains that NewDay Ltd didn’t register a default on his account at the same time as his other creditors. It affected his rating.backgroundMr D had a credit card provided by NewDay. He got into difficulty with his payments. And in August 2010 he entered into a... (2 pages)View decision -
Decision Reference DRN-2722735
29 Mar 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2722735 The complaint Miss O is complaining about irresponsible lending by NewDay Ltd. What happened In March 2016, Miss O applied for a credit card with NewDay. Her application was successful and NewDay initially set a £100 credit limit. In June 2016, NewDay increased Miss O’s credit ... (4 pages)View decision -
Decision Reference DRN-3592167
18 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3592167 The complaint Miss B complains that NewDay Ltd didn’t refund a payment she made. What happened In November 2021, Miss B attended a photoshoot with a company I’ll call “T”. Miss B had paid a £50 refundable deposit to secure her place following an application she made to be asses... (3 pages)View decision