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 DRN1639666
1 Oct 2019 NewDay Ltd UpheldBanking and creditComplaintMr M has complained about NewDay Ltd and their decision to register a default against his credit file.BackgroundMr M contacted NewDay in March 2018 and entered into a fair treatment arrangement (FTA). NewDay accepted a re-payment plan, agreeing to halt any further interest and cha... (3 pages)View decision -
Decision Reference DRN-4302827
21 Sep 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4302827 The complaint Mr J complains about interest applied to his credit card balance by NewDay Ltd during a balance transfer promotional period. What happened In September 2022 Mr J applied for a branded credit card with NewDay. Mr J’s explained that he wanted to take advantage of a ... (2 pages)View decision -
Decision Reference DRN-5067441
25 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5067441 The complaint Mr P complains that NewDay Ltd trading as Aqua (NewDay) has unfairly charged late payment and over the limit fees onto his credit card. What happened Mr P had a credit card with NewDay. He said he struggled financially and by NewDay applying what he considered ... (3 pages)View decision -
Decision Reference DRN-3176404
23 Nov 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3176404 The complaint Mr and Mrs R are bringing this complaint on behalf of their late son, M, against NewDay Ltd (NewDay). They believe NewDay acted irresponsibly in giving M a credit card and subsequent credit increase. What happened Mr R said that NewDay agreed a credit for M in Apr... (4 pages)View decision -
Decision Reference DRN-5975867
22 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5975867 The complaint Miss H complains that NewDay Ltd trading as Aqua (NewDay) irresponsibly provided her with credit on several occasions, which she could not afford to repay. What happened In February 2020, Miss H applied for a credit card with NewDay. She was given an initial c... (4 pages)View decision -
Decision Reference DRN-5494879
30 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5494879 The complaint Miss K complains that NewDay Ltd trading as Aqua was irresponsible in its lending to her. What happened Miss K was provided with an Aqua credit card account in December 2021 with an initial credit limit of £1,200. Miss K has explained that she had fled domestic... (4 pages)View decision -
Decision Reference DRN-3037486
8 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3037486 The complaint Ms H complains about lending made to her by NewDay Ltd trading as Fluid Mastercard. What happened Ms H said that NewDay had lent her money she couldn’t afford to pay back. She said that she was struggling to make payments on time, and she had missed payments due t... (3 pages)View decision -
Decision Reference DRN-4991306
30 Aug 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4991306 The complaint Miss B says NewDay Ltd, trading as Marbles, irresponsibly lent to her. What happened Miss B applied for a credit card from NewDay in January 2021. It was approved with a limit of £600. She was then given five credit limit increases as set out below: Increase d... (4 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 DRN1053840
7 Jan 2020 NewDay Ltd UpheldPayment protection insurance (PPI)It’s been agreed in this case that NewDay Ltd should accept responsibility for the complaint. To keep things simple, I’ll refer to NewDay Ltd as the seller in my decision.Mr S says NewDay Ltd mis-sold him a payment protection insurance (‘PPI’) policy on a store card.backgroundThis complain... (3 pages)View decision