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-3666470
8 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3666470 The complaint Mrs M complains that NewDay Ltd (“NewDay”) irresponsibly granted her three credit accounts that she couldn’t afford to repay. What happened Mrs M entered into agreements with NewDay to have access to credit with three separate credit card accounts. The first, a Ma... (4 pages)View decision -
Decision Reference DRN-3789164
7 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3789164 The complaint Mr G complains about arrears information recorded on his credit file by NewDay Ltd. What happened Mr G opened a credit card with NewDay in March 2018. Mr G later experienced some financial difficulties and fell into arrears. Mr G went on to arrange a Debt Manageme... (2 pages)View decision -
Decision Reference DRN-3786800
4 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3786800 The complaint Miss G says NewDay Ltd irresponsibly lent to her. What happened Miss G’s complaint is about a credit card provided by NewDay. The account was opened in May 2020 with an initial credit limit of £1000. There were no further credit limit increases. Miss G complained ... (2 pages)View decision -
Decision Reference DRN-3745316
4 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3745316 The complaint Mr H complains that NewDay Ltd trading as Marbles lent to him on his marbles and Aqua cards irresponsibly. What happened Mr H had two cards from NewDay, a marbles card (agreed in October 2016) and an Aqua card (agreed in September 2013). For simplicity, I will ref... (6 pages)View decision -
Decision Reference DRN-3700199
3 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3700199 The complaint Mr B complains that NewDay Ltd, trading as Aqua, didn’t give him support when he found his credit card unaffordable. What happened Mr B held an Aqua credit card between July 2014 and August 2019. Mr B says he found it difficult to make his monthly repayments from ... (2 pages)View decision -
Decision Reference DRN-3733785
1 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3733785 The complaint Miss G has complained that NewDay Ltd trading as Aqua irresponsibly lent to her. She says she was provided with credit that she couldn’t afford, and she lost out as a result. What happened Miss G opened a credit card account with NewDay in August 2015. Her credit ... (4 pages)View decision -
Decision Reference DRN-3472271
1 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3472271 The complaint Mr M complains about how NewDay Ltd went about helping him to recover money from a supplier. He also complains about it defaulting his account. What happened In June 2016 Mr M paid a supplier I will call “N” to carry out repairs on the electric windows of his car.... (5 pages)View decision -
Decision Reference DRN-3782320
1 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3782320 The complaint Miss T complains that NewDay Ltd trading as Marbles (“NewDay”) was irresponsible when it provided her with a credit card. What happened NewDay opened a credit card account for Miss T in May 2018 with a credit limit of £900. This type of credit was an open-ended or... (3 pages)View decision -
Decision Reference DRN-3781734
1 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3781734 The complaint Miss M complains about the way NewDay Ltd handled a dispute over a holiday villa booking which was cancelled during the Covid-19 pandemic. What happened I issued a provisional decision on this case on 14 October 2022, asking both parties to provide any further com... (2 pages)View decision -
Decision Reference DRN-3709445
31 Oct 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3709445 The complaint Mr W complains that NewDay Ltd trading as Marbles irresponsibly granted credit that he couldn’t afford to repay. What happened NewDay approved a credit card application for Mr W in June 2021. It provided an initial credit limit of £450. This was increased to £1450... (2 pages)View decision