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-3205213
22 Dec 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3205213 The complaint Ms M complains that NewDay Ltd didn’t treat her fairly in how it handled the loyalty points she accrued through using her NewDay issued credit card affiliated to a retailer’s loyalty scheme. What happened Ms M held a NewDay credit card for several years. The card ... (3 pages)View decision -
Decision Reference DRN-2884251
21 Dec 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2884251 The complaint Mr B complains about two separate credit card accounts he took out with NewDay Ltd. He says that both accounts were unaffordable, and NewDay irresponsibly lent to him. What happened Mr B has both an Aqua credit card and a Marbles credit card with NewDay. He compl... (7 pages)View decision -
Decision Reference DRN-3182518
21 Dec 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3182518 The complaint Miss A complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved a credit card with a £250 limit. What happened Miss A applied for an Aqua credit card in July 2015. Miss A told Aqua she was employed with an income of £34,000 and lived with fam... (2 pages)View decision -
Decision Reference DRN-3224243
21 Dec 2021 NewDay Ltd Not upheldConsumer CreditDRN-3224243 The complaint Miss P complains that NewDay Ltd unfairly declined her claim under section 75 of the Consumer Credit Act 1974 (CCA). What happened In 2019 Miss P used her NewDay credit card to pay £1,000 towards dental treatment for her daughter, which cost a total of £2,000. Mis... (2 pages)View decision -
Decision Reference DRN-3142009
20 Dec 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3142009 The complaint Mrs P is complaining about the way NewDay Ltd handled a chargeback claim she made regarding a transaction on her credit card. What happened Mrs P bought a holiday wedding package for her daughter and daughter’s fiancé which was provided by a travel company who I s... (3 pages)View decision -
Decision Reference DRN-3153274
16 Dec 2021 NewDay Ltd UpheldConsumer CreditDRN-3153274 The complaint Mr C says that he was misled about the payment terms of a credit agreement he entered into with NewDay Ltd. What happened Mr C bought a mobile phone costing £899. He was offered various credit options by the retailer, including a flexible credit plan. That plan op... (5 pages)View decision -
Decision Reference DRN-3209666
15 Dec 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3209666 The complaint Mr E complains about credit limit increases made by NewDay Ltd on two credit cards that he held with it. Mr E said that he was already in a difficult financial situation, and this increased lending made things worse. What happened Mr E told us he’d taken out two ... (6 pages)View decision -
Decision Reference DRN-3214320
15 Dec 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3214320 The complaint Mr B is unhappy with the standard of service he received from NewDay Ltd, trading as Aqua, following him informing them that he had mental health issues and that he was struggling financially, including that NewDay recorded a default on his credit file. What happe... (3 pages)View decision -
Decision Reference DRN-2839402
14 Dec 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2839402 The complaint Ms B is unhappy with how NewDay Ltd handled her request for a refund for flights she had booked using her credit card. What happened Ms B booked flights with a travel agent who I will refer to as T. The outbound flight was booked for 18 March 2020 with a return da... (6 pages)View decision -
Decision Reference DRN-3181358
14 Dec 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3181358 The complaint Miss K complains that NewDay Ltd has registered a marker at CIFAS the national fraud database. What happened Miss K says that she had financial problems in 2016 and asked a family member to deal with her credit card. She was providing care for another relative and... (2 pages)View decision