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 1021 results
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Decision Reference DRN-5524470
17 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5524470 The complaint Miss L complains NewDay Ltd trading as Aqua (NewDay) didn’t sufficiently check whether she could afford to sustain the repayments when they agreed to lend to her. In bringing her complaint Miss L is represented by a third party. For ease of reading I will only ... (3 pages)View decision -
Decision Reference DRN-5802244
2 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5802244 The complaint The estate of Ms C complains that NewDay Ltd trading as Debenhams irresponsibly provided Ms C with an unaffordable credit account. What happened NewDay provided the late Ms C with a catalogue shopping account in December 2014 with a £10,000 limit. NewDay has sa... (5 pages)View decision -
Decision Reference DRN-5233744
18 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5233744 The complaint Ms T’s complaint is about a credit card issued to her by NewDay Ltd trading as Aquacard in 2014. Ms T says NewDay acted irresponsibly when it gave her a credit card, and then later increased her credit limit. To resolve the complaint Ms T would like NewDay to r... (4 pages)View decision -
Decision Reference DRN-5555326
21 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5555326 The complaint Miss R complains, through her representative, that NewDay Ltd trading as TUI Mastercard (“NewDay”) gave her a credit card and then increased her credit limit when she couldn’t afford it. What happened I’ve summarised Miss R’s card approval and credit limit incr... (3 pages)View decision -
Decision Reference DRN-3871295
21 Dec 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3871295 The complaint Mrs H complains that NewDay Ltd was irresponsible when it offered her credit card facilities and subsequent credit limit increases. What happened NewDay opened three credit card accounts for Mrs H under different trading names. I’ve set out some of the information... (5 pages)View decision -
Decision Reference DRN-5573674
11 Jun 2025 NewDay Ltd Not upheldConsumer CreditThe complaint Mrs S complains that NewDay Ltd trading as Aqua (NewDay) acted irresponsibly in opening a credit card account and subsequently increasing her credit limit. What happened In July 2018 Mrs S applied for a credit card with NewDay. Her application was successful and NewDay applie... (3 pages)View decision -
Decision Reference DRN-4640279
19 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4640279 The complaint Mr S complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. He also says that a default was unfairly applied to his account and NewDay didn’t correctly handle his previous complaints regarding a change of address and access to his accou... (3 pages)View decision -
Decision Reference DRN-5006156
20 Sep 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5006156 The complaint Mr R, through a representative, says NewDay Ltd, trading as Aqua, irresponsibly lent to him. What happened Mr R took out a credit card from NewDay in November 2017. He was given a £900 credit limit. This was increased seven times and by July 2021 it was £7,850.... (3 pages)View decision -
Decision Reference DRN-4371936
19 Oct 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4371936 The complaint Miss C, through a representative, says NewDay Ltd, trading as Opus, irresponsibly lent to her. What happened Miss C applied for a credit card from NewDay in May 2018. It was approved with a limit of £900. She was then given four credit limit increases between June... (3 pages)View decision -
Decision Reference DRN-3489073
20 May 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3489073 The complaint Mrs H complains that NewDay Ltd acted irresponsibly by providing several unsolicited credit limit increases on her credit card accounts. What happened Mrs H applied for an Evans credit card with NewDay in March 2015. This was approved with a £500 credit limit. Ove... (4 pages)View decision
