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 1102 results
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Decision Reference DRN-1805706
8 Sep 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1805706The complaintMr R complains that NewDay Ltd (NewDay) acted irresponsibly by increasing his credit limit.What happenedMr R applied for and was approved for a credit card with NewDay to help improve his credit file. NewDay accepts customers with some negative financial information... (3 pages)View decision -
Decision Reference DRN-5554428
10 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5554428 The complaint Miss M complains that NewDay Ltd acted irresponsibly in granting her a credit card. What happened Miss M opened an account with NewDay in June 2020. The credit limit was £600. In 2024, Miss M complained to NewDay that the account had been unaffordable for her.... (2 pages)View decision -
Decision Reference DRN-5303170
27 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5303170 The complaint Mr C complains NewDay Ltd trading as Aqua (“NewDay”) lent to him irresponsibly. Mr C’s complaint has been brought to our service via a representative, but for ease of reference I’ll refer to him throughout. What happened In April 2016 Mr C applied for a credi... (3 pages)View decision -
Decision Reference DRN9375315
13 Mar 2019 NewDay Ltd Not upheldBanking and creditMr S complains that NewDay Ltd lent irresponsibly when it approved a credit card in 2015. Mr S also complains that he didn’t know a default had been applied in 2016. backgroundMr S applied for a NewDay credit card in 2015 and it was approved. In August 2016 Mr S m... (2 pages)View decision -
Decision Reference DRN-5678084
28 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5678084 The complaint Mr O is unhappy that NewDay Ltd closed his account. What happened Mr O had a credit account with NewDay. Mr O engaged with a Claims Management Company (“CMC”) which raised a complaint with NewDay on Mr O’s behalf. Shortly afterwards, Mr O noticed that his NewDa... (2 pages)View decision -
Decision Reference DRN-5543077
28 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5543077 The complaint Mr C complains NewDay Ltd trading as Aqua (NewDay) acted irresponsibly when it provided him with two credit card accounts in April 2019 and February 2022. What happened Mr C says he was approved for a credit card with a £300 limit by NewDay in April 2019 at a t... (4 pages)View decision -
Decision Reference DRN-4126527
12 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4126527 The complaint Miss S is unhappy as she feels NewDay Ltd provided credit to her irresponsibly. What happened Between December 2018 and December 2021, Miss S successfully applied to NewDay for six differently branded credit accounts. During this time, NewDay also increased the cr... (6 pages)View decision -
Decision Reference DRN-5599116
27 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5599116 The complaint Mr S complains that NewDay Ltd irresponsibly provided him with credit. What happened My decision here focusses on only two of Mr S’ accounts (the “Marbles” and “John Lewis” brands); all remaining accounts are subject to another complaint – for which I’ll issue... (5 pages)View decision -
Decision Reference DRN-5924552
3 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5924552 The complaint Mr D complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the limit. Mr D also complains that Aqua treated him unfairly and failed to identify and support him as a vulnerable customer. Wh... (4 pages)View decision -
Decision Reference DRN-5539427
8 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5539427 The complaint Mr R complains NewDay Ltd trading as Fluid (“NewDay”) lent a credit card and increased the credit limit irresponsibly. Mr R is being represented on this complaint by a professional third party, but for ease of reference, I’ll refer to Mr R throughout. What ha... (3 pages)View decision