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-3391742
24 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3391742 The complaint Mr I is unhappy that NewDay Ltd, trading as Aqua, provided him with credit which he feels was unaffordable for him and didn’t provide appropriate financial assistance to him when he was experiencing financial difficulty. What happened In January 2017, Mr I applied... (9 pages)View decision -
Decision Reference DRN-3313894
22 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3313894 The complaint Mrs L complains that NewDay Ltd trading as Debenhams Mastercard unfairly filed a default with credit reference agencies about her account. What happened Mrs L had a credit card account with NewDay. She says she purchased an item in July 2019 using her card. She wa... (8 pages)View decision -
Decision Reference DRN-3385830
22 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3385830 The complaint Mr C complained because NewDay Ltd refused to refund him for transactions which he said he didn’t authorise. What happened On the morning of 7 April 2019, Mr C checked his NewDay account and saw that three payments, with associated non-sterling fees, had debited h... (4 pages)View decision -
Decision Reference DRN-3386857
21 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3386857 The complaint Mr A complains that NewDay Ltd (“NewDay”) has refused to refund payments he made to XMarkets using his NewDay (Debenhams) Mastercard credit card. Mr A says that XMarkets were operating a scam and stole his money. What happened The circumstances of this complaint ... (6 pages)View decision -
Decision Reference DRN-3386769
21 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3386769 The complaint Mr B complains that NewDay Ltd (“NewDay”) has refused to refund payments he made to Toroption using his NewDay (Opus) Mastercard credit card. Mr B says that Toroption were operating a scam and stole his money. What happened The circumstances of this complaint are... (5 pages)View decision -
Decision Reference DRN-3170464
18 Mar 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3170464 The complaint Mr S is unhappy that NewDay Ltd wouldn’t explain to him why a transaction he’d attempted to make on his credit account had been flagged for a security check. What happened Mr S tried to make a transaction on his NewDay account. The attempted transaction was flagge... (2 pages)View decision -
Decision Reference DRN-3381949
18 Mar 2022 NewDay Ltd UpheldConsumer CreditDRN-3381949 The complaint In summary, Mr C has complained that NewDay Ltd trading as Aqua Loans, provided him with a loan when he wasn’t able to afford it. What happened In November 2017, NewDay provided Mr C a loan for £2,700 repayable over 24 months. The interest rate on the loan was an ... (5 pages)View decision -
Decision Reference DRN-3348364
17 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3348364 The complaint Miss P complains about NewDay Ltd trading as Aqua’s (“Aqua”) refusal to give her the refund she has requested. What happened I set out the background to Miss P’s complaint in the provisional decision I issued earlier this year. However, for ease of reading, in thi... (6 pages)View decision -
Decision Reference DRN-3372047
17 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3372047 The complaint Mrs T complains that NewDay Ltd trading as Marbles has irresponsibly lent to her. What happened Mrs T applied for a branded NewDay credit card in March 2020 and was accepted for a £900 credit limit. Mrs T complained to NewDay that they had irresponsibly lent to he... (5 pages)View decision -
Decision Reference DRN-3371735
15 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3371735 The complaint Miss F is unhappy that NewDay Ltd, trading as Marbles, provided her with increasing amounts of credit, which she feels was unaffordable for her at those times. What happened Miss F applied for a NewDay credit account in September 2016. Her application was successf... (4 pages)View decision