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-3696914
14 Oct 2022 NewDay Ltd Not upheldInsuranceDRN-3696914 The complaint Ms W complains that NewDay Ltd trading as Debenhams unfairly cancelled her policy in October 2021. What happened Ms W says that NewDay cancelled her policy in October 2021 which she thinks is unfair. As a result, she says she has been financially disadvantaged. Sh... (2 pages)View decision -
Decision Reference DRN-3707143
13 Oct 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3707143 The complaint Mr G complains that NewDay Limited, trading as Aqua, won’t refund to him the money that he paid for three purchases and about the customer service that he received. What happened Between July 2021 and February 2022 Mr G had disputed payments for nine purchases for... (3 pages)View decision -
Decision Reference DRN-3747450
12 Oct 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3747450 The complaint Ms W complains that NewDay Ltd trading as Aqua irresponsibly allowed her to open a credit card account which was unaffordable. What happened Ms W says she opened the Aqua credit card account in November 2017. She says at the time she had taken out a number of payd... (2 pages)View decision -
Decision Reference DRN-3747478
12 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3747478 The complaint Mrs A complains that NewDay Ltd acted irresponsibly when it increased the credit limit on her credit card. What happened Mrs A had a credit card account with NewDay. She says she was experiencing significant financial difficulties and was on a debt management plan... (6 pages)View decision -
Decision Reference DRN-3747831
12 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3747831 The complaint Mr M says NewDay Ltd irresponsibly lent to him. What happened Mr M applied for a credit card with NewDay in 2010 (Card 1), it was approved with a limit of £350. Mr M was given eight subsequent credit limit increases, with a final credit limit of £4,700. Mr M says ... (3 pages)View decision -
Decision Reference DRN-3482776
11 Oct 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3482776 The complaint Mr C complains that NewDay Ltd has acted unfairly in issuing default notices on two accounts he holds with it and recording adverse information about those accounts with the credit reference agencies (CRAs). What happened The details of this complaint are well kno... (3 pages)View decision -
Decision Reference DRN-3730397
11 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3730397 The complaint Mr C complains that NewDay Ltd lent to him irresponsibly. What happened In August 2015 Mr C opened a credit card account with NewDay, trading as Aqua. He had an account limit of £300, which was increased to £1,300 in January 2016 and then to £1,900 in May 2016. In... (3 pages)View decision -
Decision Reference DRN-3704837
11 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3704837 The complaint Mrs B complains that NewDay Ltd unfairly declined her claim under the Consumer Credit Act 1974 (“CCA”). What happened In September 2015, Mrs B, along with her husband, bought membership with a holiday club called “E” 1 . The total cost of the membership was £10,50... (6 pages)View decision -
Decision Reference DRN-3377086
10 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3377086 The complaint Miss B complains that NewDay Ltd trading as Aqua gave her credit that she couldn’t afford to pay back. What happened Miss B applied for a credit card in May 2017. It was approved with an initial limit of £300. Miss B was given five further credit increases. In Sep... (3 pages)View decision -
Decision Reference DRN-3745103
10 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3745103 The complaint Mrs K complains that NewDay Ltd MasterCard (NewDay) declined a credit card application. What happened In November 2021, Mrs K applied for a branded credit card from NewDay – with a limit of £10,000. NewDay declined the application. Mrs K complained. She accepts th... (3 pages)View decision