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-3856225
12 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3856225 The complaint Mrs F complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and went on to increase the credit limit. What happened In 2016 Mrs F applied for an Aqua credit card. In the application, Mrs F said she was employed e... (3 pages)View decision -
Decision Reference DRN-3894369
12 Jan 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3894369 The complaint Mrs M complains about NewDay Ltd trading as Amazon Classic Card’s policy regarding refunds to the credit card and these being paid to a bank account upon request. What happened Mrs M says she received two refunds to her NewDay credit card on 17 and 18 May for £112... (3 pages)View decision -
Decision Reference DRN-3893711
11 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3893711 The complaint Ms R complains about the quality of a car she bought using a credit card supplied by NewDay Ltd (“NewDay”), trading as Marbles. What happened I issued my provisional decision on this complaint in December 2022. An extract from that provisional decision is set out ... (3 pages)View decision -
Decision Reference DRN-3851227
10 Jan 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3851227 The complaint Mrs P has complained that NewDay Ltd only offered her a credit limit of £250. What happened Mrs P had previously enjoyed a £15,000 credit limit on her JLP card. However when the provider changed to NewDay and new application was made and a credit limit of £250 was... (2 pages)View decision -
Decision Reference DRN-3890626
10 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3890626 The complaint Mrs B complains that NewDay Ltd trading as Fluid was irresponsible in its lending to her. Mrs B is represented by a family member but for ease of reference I have referred to Mrs B throughout this decision. What happened Mrs B was provided with a Fluid credit card... (3 pages)View decision -
Decision Reference DRN-3740970
10 Jan 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3740970 The complaint Ms G complains that NewDay Ltd trading as Marbles did not respond to her email and they did not refund fees they charged her. What happened Ms G says she contacted Marbles on their email address to make a repayment plan. She had made a payment, but she asked them ... (2 pages)View decision -
Decision Reference DRN-3771532
7 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3771532 The complaint Mr I complains that NewDay Ltd trading as Marbles unfairly recorded a default and arrears. He’s also unhappy that he’s received letters despite being in a debt management plan. What happened Mr I held a Marbles credit card. He experienced financial difficulties an... (2 pages)View decision -
Decision Reference DRN-3883676
5 Jan 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3883676 The complaint Ms E complains that NewDay Ltd trading as Aqua (“NewDay”) was irresponsible when it increased the limit on her credit card on three occasions. What happened NewDay opened a credit card account for Ms E in April 2018 in with a credit limit of £450. This type of cre... (5 pages)View decision -
Decision Reference DRN-3714916
4 Jan 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3714916 The complaint Mr L has complained that NewDay Ltd trading as Marbles irresponsibly lent to him. What happened Mr L opened a credit card account with NewDay (trading as Marbles) in April 2019. His credit limit was £250. In September 2019 it was increased to £1,500 and in Novembe... (2 pages)View decision -
Decision Reference DRN-3760006
4 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3760006 The complaint Ms W complains NewDay Ltd trading as Marbles won’t refund her for transactions she didn’t make. What happened Ms W allowed her grandson to buy some in game currency for an online game using her Marbles card on two occasions, each for £7.99. When Ms W received her ... (2 pages)View decision