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-5398938
2 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5398938 The complaint Mrs K complains that NewDay Ltd trading as Aqua (NewDay) shouldn’t have agreed to open two credit card accounts and subsequently apply further credit limit increases as the lending was unaffordable. In bringing her complaint Mrs K is represented by a third part... (4 pages)View decision -
Decision Reference DRN-5395572
4 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5395572 The complaint Mr F complains NewDay Ltd trading as Fluid Mastercard (NewDay) didn’t appropriately check his credit record or income and expenditure before approving him for credit. What happened In October 2022, Mr F took out a credit card with NewDay. The card had an additi... (5 pages)View decision -
Decision Reference DRN-4852946
26 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4852946 The complaint Mr D complains that NewDay Ltd trading as John Lewis Credit Card has prevented his bank carrying out account checks. What happened Mr D says he tried to set up a payment to NewDay for his credit card account. He says his bank gave him a warning that the account he... (2 pages)View decision -
Decision Reference DRN6207596
4 Feb 2020 NewDay Ltd UpheldBanking and creditMr R complains NewDay Ltd kept on calling him after he’d asked to be contacted in writing only. He had mental health issues at the time, and this made his anxiety worse.backgroundMr R has a credit card issued by NewDay.Mr R wrote to NewDay and his other creditors to say that he was in fina... (3 pages)View decision -
Decision Reference DRN5336605
6 Mar 2019 NewDay Ltd UpheldPayment protection insurance (PPI)This complaint is about a credit card payment protection insurance (PPI) policy taken out in 1997. Mr S 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 circumstance... (2 pages)View decision -
Decision Reference DRN7546168
11 Jul 2019 NewDay Ltd UpheldPayment protection insurance (PPI)This complaint’s about a payment protection insurance (PPI) policy taken out with a credit card in 1998. Mr L 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 circumstances of this complain... (2 pages)View decision -
Decision Reference DRN-3653775
9 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3653775 The complaint Mrs F complains that NewDay Ltd lent irresponsibly when it approved a Debenhams and Fluid credit card in her name. What happened Mrs F had previously held two Aqua credit cards with NewDay. The cards were closed following financial difficulties with Mrs F in 2014... (3 pages)View decision -
Decision Reference DRN-2951154
30 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2951154 The complaint Miss G complains that NewDay Limited won’t refund to her the money that she paid for a sofa. What happened Miss G used a credit card provided by NewDay in May 2018 to pay £207 towards the total cost of £3,707 for a new sofa. The sofa was delivered to her in July 2... (3 pages)View decision -
Decision Reference DRN-5138773
27 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5138773 The complaint Mr T complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. He wants all interest, fees and charges refunded along with interest. He also wants compensation for the distress and inconvenience he has been caused by how his complaint h... (4 pages)View decision -
Decision Reference DRN-4709187
26 Mar 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4709187 The complaint Ms W complains that NewDay Ltd (NewDay) lent to her irresponsibly. What happened Ms W applied for two credit cards from NewDay - a Marbles card and an Aqua card. These were agreed, and the limits increased as shown: Marbles: Date Limit March 2020 £1,200 (new card)... (6 pages)View decision