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-3244263
23 Jan 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3244263 The complaint Mr M complains that NewDay Ltd refused to increase his credit limit and incorrectly told him he hadn’t been a customer for more than six months. What happened Mr M says he applied for an increase to the credit limit on his NewDay credit card account. He says he wa... (2 pages)View decision -
Decision Reference DRN-3257542
21 Jan 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3257542 The complaint Mr T complains that NewDay Ltd failed to refund transactions he didn’t recognise on his credit card account. What happened Mr T noticed two transactions totalling £7,800 he didn’t recognise on his credit card statement. Mr T said he approached the merchant, an onl... (5 pages)View decision -
Decision Reference DRN-3268722
21 Jan 2022 NewDay Ltd UpheldConsumer CreditDRN-3268722 The complaint Miss A complains NewDay Ltd trading as Aqua (‘NewDay’) gave her credit card lending that was unaffordable. What happened In September 2014 Miss A applied for a NewDay ‘Aqua’ credit card. NewDay initially gave Miss A a £300 credit limit, but her ‘Aqua’ credit limit... (6 pages)View decision -
Decision Reference DRN-3254079
19 Jan 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3254079 The complaint Mr D complains that NewDay Ltd trading as Aqua have irresponsibly lent to him. Mr D is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr D hi... (3 pages)View decision -
Decision Reference DRN-3217782
18 Jan 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3217782 The complaint Mr D complained to NewDay Ltd that they’d recorded a default on his credit file as a result of his financial problems due to the global pandemic. What happened Mr D has an Aqua credit card account with NewDay. In July 2020, he contacted them to explain that his fi... (3 pages)View decision -
Decision Reference DRN-3253055
18 Jan 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3253055 Complaint Mr M has, amongst other things, complained that NewDay Ltd (“NewDay”) irresponsibly provided unaffordable credit to him on two credit cards. Background Mr M was provided with an Aqua branded credit card, which had an initial credit limit of £250, in October 2014. The... (3 pages)View decision -
Decision Reference DRN-3201155
14 Jan 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3201155 The complaint Mr G complains NewDay Ltd trading as Aqua (“NewDay”) lent to him irresponsibly. What happened Mr G applied for a credit card with NewDay in May 2012. His application was approved with a credit limit of £400. Mr G requested a credit limit increase to £750 in Octobe... (4 pages)View decision -
Decision Reference DRN-3187508
14 Jan 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3187508 The complaint Mr H is unhappy with the fees and charges that NewDay Ltd, trading as Aquacard, have applied to his account, as well as with the service that he’d received from NewDay when attempting to discuss his account with them. What happened Mr H went over the agreed credit... (2 pages)View decision -
Decision Reference DRN-3249479
14 Jan 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3249479 The complaint Mrs C complaints that NewDay Ltd (Aqua) lent to her irresponsibly What happened In December 2015, Mrs C applied for a credit card from Aqua. It was agreed with a limit of £900. Her limit was then increased as shown: In June 2019, Mrs C’s account was put onto a pay... (5 pages)View decision -
Decision Reference DRN-3117983
13 Jan 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3117983 The complaint Mrs G complains NewDay Ltd wrongly declined a claim she brought under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened Mrs G met with a company I’ll call “R” on 19 March 2017, with a view to getting out of her timeshare with a holiday club I will ... (4 pages)View decision