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 2527 results
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Decision Reference DRN-3894992
10 May 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3894992 The complaint Ms T complains because she believes NewDay Ltd retook a sum of money from her that had previously been refunded to her credit card account. What happened Ms T had a credit card issued by NewDay. She cleared her balance in full every month via direct debit. In Janu... (3 pages)View decision -
Decision Reference DRN-3920224
10 May 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3920224 The complaint Mr F complains NewDay Ltd trading as Aqua have refused to refund some transactions made on his credit card. What happened Mr F reported some transactions to NewDay he didn’t recognise as having made himself. The transactions, including foreign transaction fees, to... (2 pages)View decision -
Decision Reference DRN-4072268
9 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4072268 The complaint Mr W complains that NewDay Ltd pursued him for a debt taken out fraudulently in his name. And that this affected his credit score which impacted his credit facilities with other lenders. What happened The background to this complaint is well known to both parties ... (5 pages)View decision -
Decision Reference DRN-4104683
9 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4104683 The complaint Mrs C complains that NewDay Ltd trading as Aqua (Aqua) lent to her irresponsibly. What happened Mrs C applied for a credit card from Aqua in April 2016 and it was agreed with a limit of £300. There were subsequent increases in the limit as shown: Date Limit April... (4 pages)View decision -
Decision Reference DRN-4083733
4 May 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4083733 The complaint Mr J complains that NewDay Lyd trading as Aqua lent to him irresponsibly. What happened Mr J applied for a credit card with Aqua in July 2021. It was approved with an initial credit limit of £450. The credit limit was later increased to £1200. Mr J complained that... (2 pages)View decision -
Decision Reference DRN-4078037
3 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4078037 The complaint Mr M complains that NewDay Ltd trading as Marbles lent to him irresponsibly. What happened Mr M’s complaint is about a credit card provided by NewDay. The account was opened in September 2020 with an initial credit limit of £600. The credit limit was increased to ... (2 pages)View decision -
Decision Reference DRN-4082340
2 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4082340 The complaint Miss H complains that NewDay Ltd irresponsibly provided her with two credit cards she couldn’t afford to repay. She’s also unhappy with the credit limit increases (CLIs) it subsequently applied to the accounts. What happened In February 2019 NewDay opened a Marble... (3 pages)View decision -
Decision Reference DRN-3988907
27 Apr 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3988907 The complaint Ms B complains that NewDay Ltd, trading as Aquacard, won’t refund transactions on her credit card that she didn’t make or otherwise authorise. What happened In February 2022, Ms B contacted NewDay and disputed all the transactions on her credit card between 4 Nove... (3 pages)View decision -
Decision Reference DRN-3895891
26 Apr 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3895891 The complaint Mr L complains that NewDay Ltd failed to protect his account and initially held him liable for the debt caused by fraudulent transactions on his account. There was then a failure to properly administer the account for several months. What happened Mr L held a cred... (4 pages)View decision -
Decision Reference DRN-3938816
21 Apr 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3938816 The complaint Mr M complains that NewDay Ltd trading as Marbles has reported incorrect information about his credit card account with the credit references agencies (CRA). What happened Mr M holds a credit card account with NewDay. He says NewDay contacted him to offer a covid ... (3 pages)View decision