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-3854425
14 Dec 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3854425 The complaint Miss B complains that NewDay Ltd irresponsibly gave her a credit card account that she couldn’t afford. What happened In December 2016, Miss B’s credit card was opened by NewDay Ltd with an initial credit limit of £300. This credit limit was never increased. In 20... (2 pages)View decision -
Decision Reference DRN-3801438
14 Dec 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3801438 The complaint Mr B says NewDay Ltd irresponsibly lent to him. What happened This complaint is about two credit cards provided by NewDay Ltd to Mr B. It seems the Aqua account opened in January 2013 with a credit limit of £250. This account had a number of credit increases over ... (4 pages)View decision -
Decision Reference DRN-3846807
13 Dec 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3846807 The complaint Ms S complains that NewDay Ltd (trading as Aqua) declined her request for a refund under section 75 of the Consumer Credit Act 1974. What happened In May 2021 Ms S used her Aqua credit card to pay £200 to colour treat her human hair extensions. Ms S had an initial... (3 pages)View decision -
Decision Reference DRN-3684497
12 Dec 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3684497 The complaint Mr T complains that NewDay Limited, trading as Aqua, won’t refund to him the amount that he was charged for a suit. What happened Mr T used his NewDay credit card to pay for a suit when he was overseas in October 2020. He says that the cost of the suit was 5,636 c... (3 pages)View decision -
Decision Reference DRN-3853300
12 Dec 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3853300 The complaint Mrs K says NewDay Ltd, trading as Aqua, irresponsibly lent to her. What happened Mrs K applied for a credit card in April 2020. It was approved with a limit of £1,200 and she was given two subsequent credit limit increases by NewDay. The first increase in August 2... (3 pages)View decision -
Decision Reference DRN-3853990
12 Dec 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3853990 The complaint Mr P complains about a claim NewDay Ltd (‘NewDay’) handled for him in relation to a transaction on his credit card. What happened Mr P bought an annual membership to a gym (‘the supplier’) in 2019 using his credit card. However, because of the restrictions put in ... (5 pages)View decision -
Decision Reference DRN-3734257
6 Dec 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3734257 The complaint Ms B is unhappy how NewDay Ltd trading as Aqua (NewDay) handled her request for help to recover money following the cancellation of her son’s holiday. What happened On 23 October 2019 Ms B went with her son to arrange a trip abroad for him. They visited a travel a... (3 pages)View decision -
Decision Reference DRN-3781195
6 Dec 2022 NewDay Ltd Not upheldConsumer CreditDRN-3781195 The complaint Mrs C complains that NewDay Ltd unfairly registered a default on her credit file. She says she’s been unable to get a mortgage as a result. What happened In January 2018, Mrs C contacted NewDay about some transactions on her credit card. She said she had been told... (3 pages)View decision -
Decision Reference DRN-3799358
5 Dec 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3799358 The complaint Miss H complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card and increased the credit limit. What happened Miss H applied for a credit card with NewDay in April 2021. NewDay approved the application and gave Miss H a credit... (2 pages)View decision -
Decision Reference DRN-3765315
5 Dec 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3765315 The complaint Mrs T complains that NewDay Ltd didn’t uphold her claim after the supplier didn’t provide her with a refund for a returned item she acquired using her NewDay credit card. What happened Mrs T ordered a mobile phone on 30 August 2021. She returned the phone to the s... (3 pages)View decision