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 1089 results
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Decision Reference DRN5612203
21 May 2020 NewDay Ltd Not upheldBanking and creditComplaintMiss L complains that NewDay Ltd increased her credit limit without checking if it was affordable for her. She’s now in financial difficulties and her debt with NewDay isn’t decreasing because of the interest and charges being added to her account.BackgroundMiss L successfully app... (3 pages)View decision -
Decision Reference DRN-5827272
17 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5827272 The complaint Mr D complains that NewDay Ltd didn’t carry out appropriate affordability checks and lent to him irresponsibly when it increased credit limits on his three credit card accounts. What happened The detailed background to this complaint is well known to both parti... (3 pages)View decision -
Decision Reference DRN-3602948
19 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3602948 The complaint Ms B complains that NewDay Ltd (“NewDay”) lent irresponsibly when they approved her credit card applications. Ms B is represented by a claims management company (“the CMC”). What happened In September 2016, Ms B applied to NewDay for a credit card. Her application... (4 pages)View decision -
Decision Reference DRN-4975210
12 Sep 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4975210 The complaint Miss M is complaining about NewDay Ltd trading as Fluid because she says it lent irresponsibly by providing her with a credit card she couldn’t afford. What happened Miss M opened a credit card account with NewDay in March 2021. The account was set up with a cr... (4 pages)View decision -
Decision Reference DRN-3210467
13 Dec 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3210467 The complaint Mr B complains that NewDay Ltd trading as Aqua, irresponsibly increased his credit limit. What happened I issued my provisional decision on this case on 25 November 2021. I wanted to give both parties the chance to respond before I came to my final decision. I ha... (4 pages)View decision -
Decision Reference DRN3809005
16 Apr 2019 NewDay Ltd Not upheldBanking and creditMr S complains that NewDay Ltd (“NewDay”) shouldn’t have increased his credit limit or the interest rates on his credit card as the credit was unaffordable.backgroundMr S’s credit limit, on the credit card supplied by NewDay, was adjusted as follows:date changedold lim... (2 pages)View decision -
Decision Reference DRN-5643671
22 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5643671 The complaint Miss N complains that NewDay Ltd trading as Aqua (NewDay) shouldn’t have agreed to her opening a revolving credit facility (credit card account). And applying a subsequent credit limit increase as they should have seen the lending wasn’t affordable for her. In ... (4 pages)View decision -
Decision Reference DRN-3729432
7 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3729432 The complaint Mrs B complains that NewDay Ltd trading as Fluid irresponsibly provided her with, and increased the limit on, a credit card that she couldn’t afford the repayments on. What happened NewDay provided Mrs B with a credit card and increased the limit as follows: Date ... (3 pages)View decision -
Decision Reference DRN-3745316
4 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3745316 The complaint Mr H complains that NewDay Ltd trading as Marbles lent to him on his marbles and Aqua cards irresponsibly. What happened Mr H had two cards from NewDay, a marbles card (agreed in October 2016) and an Aqua card (agreed in September 2013). For simplicity, I will ref... (6 pages)View decision -
Decision Reference DRN-3878261
3 Jan 2023 NewDay Ltd Not upheldConsumer CreditDRN-3878261 The complaint Mr B complains that NewDay Ltd has lent to him irresponsibly. What happened Mr B opened a credit card account with NewDay in 2017 (Card 1) with a credit limit of £450. The credit limit on this card was increased to £1,100 in June 2018 and then increased a further ... (3 pages)View decision