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-3212127
14 Dec 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3212127 The complaint Mr I complains NewDay Ltd won’t refund a payment made on his credit card to a secondary ticket selling website (“the Website”) for event tickets. What happened In February 2018, Mr I bought five tickets for an event in April 2018 on his NewDay credit card. In tota... (5 pages)View decision -
Decision Reference DRN-3210467
13 Dec 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3210467 The complaint Mr B complains that NewDay Ltd trading as Aqua, irresponsibly increased his credit limit. What happened I issued my provisional decision on this case on 25 November 2021. I wanted to give both parties the chance to respond before I came to my final decision. I ha... (4 pages)View decision -
Decision Reference DRN-3160067
10 Dec 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3160067 The complaint Miss L complains about NewDay Ltd (“NewDay”) for not advising her that she would incur additional interest when moving her payment date. She wants NewDay to apologise to her, refund the interest she incurred and pay her £25 compensation. What happened Miss L held ... (2 pages)View decision -
Decision Reference DRN-2895599
10 Dec 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2895599 The complaint Miss M complains that NewDay Ltd trading as Aqua (Aqua) repeatedly increased the credit limit on her credit card to an unaffordable level. What happened Miss M opened a credit card with Aqua on 19 June 2012. Miss M’s credit limit was increased in October 2012, Feb... (5 pages)View decision -
Decision Reference DRN-3068541
10 Dec 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3068541 The complaint Ms W complains that NewDay Ltd lent irresponsibly when it approved her Tui credit card and later increased the credit limit. Ms W also complains that NewDay lent irresponsibly when it approved a Fluid credit card. What happened In May 2019 Ms W applied for a Tui c... (3 pages)View decision -
Decision Reference DRN-3150685
3 Dec 2021 NewDay Ltd UpheldConsumer CreditDRN-3150685 The complaint Mr M complains that NewDay Ltd should have refunded the cost of a faulty phone he bought using a credit card they provided. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giving ... (3 pages)View decision -
Decision Reference DRN-3130707
3 Dec 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3130707 The complaint Mr R complains that furniture he purchased using a credit card was misrepresented to him and was of unsatisfactory quality. He says NewDay Ltd (“NewDay”) should therefore have supported his claim. What happened The details of this complaint are well known to both ... (2 pages)View decision -
Decision Reference DRN-3176455
2 Dec 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3176455 The complaint Mr J complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened Mr J applied for an Aqua credit card in March 2014 and it was agreed with a limit of £250. Limit increases were offered by Aqua and put in place as follows: Date Limit M... (4 pages)View decision -
Decision Reference DRN-3058052
1 Dec 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3058052 The complaint Mr S complains about NewDay Ltd trading as Aqua and their decision to move his account onto a PayDown plan. What happened Mr S held a credit card account with NewDay. In January 2018, NewDay wrote to Mr S explaining he’d only been making the minimum payment on his... (4 pages)View decision -
Decision Reference DRN-3184296
29 Nov 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3184296 The complaint Mr K is unhappy that he wasn’t made aware by NewDay Ltd that he wasn’t able to complete a balance transfer between two differently branded NewDay administered credit accounts. What happened Mr K applied for a NewDay administered credit account as he wanted to take... (4 pages)View decision