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-3893995
20 Jan 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3893995 The complaint Ms F has complained that NewDay Limited irresponsibly lent to her What happened Ms F opened a shopping account with NewDay in May 2007. At that point her credit limit was set at £200. It was increased once in August 2007 to £900. Ms F says that she couldn’t affor... (2 pages)View decision -
Decision Reference DRN-3460379
19 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3460379 The complaint Mr M is unhappy that NewDay Ltd would not provide a refund for a purchase he made using his credit card. What happened In June 2021, Mr M made a purchase using his credit card account with NewDay. The item that Mr M bought was a mobile telephone handset from an on... (3 pages)View decision -
Decision Reference DRN-3911007
19 Jan 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3911007 The complaint Mr T complains that NewDay Ltd trading as Amazon Platinum MasterCard unfairly declined a payment he tried to make. What happened Mr T opened an Amazon branded credit card with NewDay in December 2021. NewDay sent Mr T a credit card that required activation before ... (3 pages)View decision -
Decision Reference DRN-3761986
18 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3761986 The complaint Mr D complains NewDay Ltd trading as Debenhams Finance (“NewDay”) failed to handle a dispute over a payment for airline flights in a fair way. What happened The background to this complaint is well known to all parties involved, so I will not narrate everything th... (4 pages)View decision -
Decision Reference DRN-3890419
17 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3890419 The complaint Miss H complains that NewDay Ltd trading as Aqua irresponsibly lent her a credit card. She says increases to the credit limit were taken out as a result of a coercive relationship. And she doesn’t think Aqua has treated her fairly in seeking to recover the debt. W... (8 pages)View decision -
Decision Reference DRN-3882776
16 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3882776 The complaint Mr D complains that NewDay Ltd trading as Marbles lent to him irresponsibly by increasing his credit limit. What happened In April 2016 Mr D opened a credit card account with NewDay with an initial credit limit of £250. In November 2016 NewDay increased the credit... (3 pages)View decision -
Decision Reference DRN-3898725
16 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3898725 The complaint Mr L complains that NewDay Ltd unfairly registered a fraud marker against him. What happened Mr L became aware that NewDay had registered a fraud marker against him with an organisation called CIFAS, who are a fraud prevention agency. Mr L denies any involvement w... (4 pages)View decision -
Decision Reference DRN-3879758
13 Jan 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3879758 The complaint Mr S has complained that NewDay Ltd trading as Aqua irresponsibly lent to him. What happened Mr S opened a credit card account with NewDay (trading as Aqua) in April 2018. His credit limit was £250. The limit was never increased. Mr S suggests that NewDay shouldn... (2 pages)View decision -
Decision Reference DRN-3898775
13 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3898775 The complaint Mr H complains that NewDay Ltd trading as Aqua (“NewDay”) was irresponsible when it increased his credit limit and didn’t treat him fairly when he complained about some of the transactions on his account. What happened NewDay opened a credit card account for Mr H ... (7 pages)View decision -
Decision Reference DRN-3874139
12 Jan 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3874139 The complaint Ms L complains that NewDay Ltd trading as Aqua treated her unfairly when her credit card was in arrears. What happened Ms L has told us she contacted Aqua in November 2021 after losing her job. Ms L has explained she was told Aqua would call her back but no contac... (2 pages)View decision