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-3794423
3 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3794423 The complaint Miss J complains that NewDay Ltd (“NewDay”), irresponsibly granted her an Aqua credit card account she says she couldn’t afford to repay. What happened Miss J entered into an agreement with NewDay to have access to credit with an Aqua account that was first opened... (2 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 -
Decision Reference DRN-3789932
3 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3789932 The complaint Mrs M complains that NewDay Ltd (“NewDay”) got her account balance wrong and caused distress and inconvenience when pursuing her for a debt. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll... (2 pages)View decision -
Decision Reference DRN-3875174
29 Dec 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3875174 The complaint Mr M complains that NewDay Ltd trading as Fluid irresponsibly approved his credit card account and later increased the credit limit to unaffordable levels. What happened Mr M says he applied for the Fluid account in January 2020. He says at the time he was in abou... (2 pages)View decision -
Decision Reference DRN-3732202
29 Dec 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3732202 The complaint Mr G complains that NewDay Ltd defaulted his account. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giving my reasons for my decision. What I’ve decided – and why I’ve considere... (2 pages)View decision -
Decision Reference DRN-3871295
21 Dec 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3871295 The complaint Mrs H complains that NewDay Ltd was irresponsible when it offered her credit card facilities and subsequent credit limit increases. What happened NewDay opened three credit card accounts for Mrs H under different trading names. I’ve set out some of the information... (5 pages)View decision -
Decision Reference DRN-3864794
20 Dec 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3864794 The complaint Ms G complains that NewDay, trading as Debenhams, should not have accepted her credit card application or increased the credit limit on her credit card account as the lending was both unaffordable and irresponsible. What happened Ms G is represented in this compla... (4 pages)View decision -
Decision Reference DRN-3444366
20 Dec 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3444366 The complaint Ms B complains that NewDay Ltd, trading as Aqua, should not have agreed her credit card application or increased her credit limit as the lending was both unaffordable and irresponsible. What happened Ms B is represented in this complaint. However, for the sake of ... (5 pages)View decision -
Decision Reference DRN-3600145
20 Dec 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3600145 Complaint Miss S has complained that NewDay Ltd (trading as “Aqua”) charged her even more interest on her credit card despite being on a repayment plan as a result of being in persistent debt. Background In September 2018, Aqua wrote to Miss S to let her know that over the prev... (5 pages)View decision -
Decision Reference DRN-3794395
20 Dec 2022 NewDay Ltd Not upheldInsuranceDRN-3794395 The complaint Mrs B has complained that New Day Ltd cancelled the payment protection insurance (PPI) policy on her store card. What happened New Day wrote to Mrs B on 16 August 2021 to inform her that that it was cancelling the PPI on the card with effect from 31 October 2021. ... (2 pages)View decision