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-4260850
25 Oct 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4260850 The complaint Miss D complains NewDay Ltd lent to her irresponsibly. What happened Miss D opened the following accounts with NewDay, and was given the credit limits below: Credit card 1 Date Limit August 2018 £300 December 2018 £1,200 April 2019 £2,950 September 2019 £3,750 Jul... (5 pages)View decision -
Decision Reference DRN-3694676
28 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3694676 The complaint Ms F complains NewDay Ltd trading as Pulse won’t send one-time passcodes by email and about the interest rate she was charged on her account which she says was too high. What happened Ms F has a credit card which she took out several years ago – it was a different... (5 pages)View decision -
Decision Reference DRN-5699397
17 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5699397 The complaint Miss J complains that NewDay Ltd, trading as Fluid, acted irresponsibly when they didn’t notice her gambling and kept on increasing her credit card limit. What happened Miss J took out a credit card with NewDay in October 2022 with a credit limit of £2,500. N... (6 pages)View decision -
Decision Reference DRN-3618645
12 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3618645 The complaint Miss K, who is represented by a third party, complains that NewDay Ltd (“NewDay”), trading as Aqua, irresponsibly granted her a credit card that she couldn’t afford to repay. What happened Miss K entered into an agreement with NewDay to have access to credit with ... (3 pages)View decision -
Decision Reference DRN-5173143
4 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5173143 The complaint Mr R complains that NewDay Ltd irresponsibly lent him money on a credit card. What happened Mr R applied for a credit card with NewDay in September 2019. NewDay offered him a card with an initial credit limit of £1,200. NewDay subsequently increased the credit ... (3 pages)View decision -
Decision Reference DRN-4404328
13 Nov 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4404328 The complaint Miss K says NewDay Ltd, trading as Marbles, irresponsibly lent to her. What happened Miss K applied for a credit card in June 2020. It was approved with a limit of £900. Miss K says NewDay should never have lent to her. She had lots of other debt and defaults. Als... (2 pages)View decision -
Decision Reference DRN-5888901
22 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5888901 The complaint Miss M complains about the way NewDay Ltd trading as Marbles has handled her account whilst she’s been in a paydown plan. What happened Miss M holds a credit card account with NewDay. In June 2024 Miss M went onto a paydown plan with instalments of £12.25 per m... (2 pages)View decision -
Decision Reference DRN0089135
25 Aug 2016 NewDay Ltd UpheldBanking and creditMrs A complains that NewDay Ltd. refused to increase her credit limit due to an error in their records.backgroundMrs A said she’d asked NewDay to increase her credit limit several times but was refused and given a variety of generic reasons. It later became clear t... (2 pages)View decision -
Decision Reference DRN8522663
13 Mar 2019 NewDay Ltd UpheldPayment protection insurance (PPI)This complaint is about a payment protection insurance (PPI) policy taken out with a credit card in 1996. Mr B says NewDay Ltd mis-sold him the PPI.my findingsI’ve considered all the available evidence and arguments to decide what is fair and reasonable in the cir... (2 pages)View decision -
Decision Reference DRN7377913
3 Aug 2018 NewDay Ltd UpheldBanking and creditMiss H complains that NewDay Ltd (trading as Aqua) has not returned a credit balance on her credit card account.backgroundMiss H arranged a payment to her card account from a different business in June 2017. This meant her card account with NewDay went into credit. It... (2 pages)View decision