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 2542 results
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Decision Reference DRN-3393940
30 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3393940 The complaint Mrs L complains that NewDay Ltd, trading as Aqua (NewDay) lent to her irresponsibly when they agreed a credit card for her and then continued to increase the credit limit on several occasions. What happened I issued a provisional decision to both parties on 1 Marc... (7 pages)View decision -
Decision Reference DRN-3322846
29 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3322846 The complaint Miss Y is unhappy that NewDay Ltd rejected her chargeback request. What happened In July 2021 Miss Y purchased an item online and paid using her NewDay credit card. The item cost £140. When Miss Y received the item it was damaged, so she contacted the seller and a... (2 pages)View decision -
Decision Reference DRN-3293681
29 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3293681 The complaint Mr M complains that NewDay Ltd won’t reimburse money he lost when he says he fell victim to a binary options investment scam. What happened Mr M came across a binary options company called 72 Option online. They guaranteed profits and explained investing with them... (3 pages)View decision -
Decision Reference DRN-3396303
29 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3396303 The complaint Mr D complains that NewDay Ltd trading as on his credit file when he was on a payment holiday due to COVID. What happened Mr D had an Aqua credit card. In March 2020, the balance was £4,600. He was in financial difficulty and in December 2019, Aqua agreed a paymen... (4 pages)View decision -
Decision Reference DRN-3404009
29 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3404009 The complaint Mr D complains NewDay Ltd approved his application for two different credit card accounts that were unaffordable and he’s also unhappy with credit limit increases that were later applied to the accounts. What happened Mr D has two credit cards with NewDay – one Aq... (4 pages)View decision -
Decision Reference DRN-3034741
28 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3034741 The complaint Mr G complains that NewDay Ltd (“NewDay”) has refused to refund transactions (made using his NewDay (Aqua) Mastercard credit card) to a fraudulent investments trading company (CFD Corporate). What happened The circumstances of this complaint are well known to both... (6 pages)View decision -
Decision Reference DRN-3322730
27 Mar 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3322730 The complaint Mr T complains that he was unable to make a transaction on a credit card that was supplied to him through NewDay Ltd trading as Fluid Credit Card (“NewDay”). Mr T also complains that NewDay Ltd trading as Fluid Credit Card hadn’t taken into consideration his vulne... (3 pages)View decision -
Decision Reference DRN-3319827
25 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3319827 The complaint Mr C says NewDay Ltd allowed him to access borrowing on his credit card account after he explained his mental health was impacting his spending and behaviour at the time. He’s also unhappy he was led to believe his account wouldn’t be defaulted but it was. Mr C is... (5 pages)View decision -
Decision Reference DRN-3394565
25 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3394565 The complaint Mr C has complained NewDay Ltd, trading as Amazon Classic, didn’t refund fraudulent transactions and managed his fraud claim poorly. What happened In 2020 Mr C was in hospital for a prolonged period and his home was burgled. He noted two transactions made with his... (2 pages)View decision -
Decision Reference DRN-3041315
25 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3041315 The complaint Miss K complains NewDay Ltd has unfairly recorded adverse information with the credit reference agencies (“CRAs”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in detail. But in summary: - Miss K had... (3 pages)View decision