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-2958097
29 Oct 2021 NewDay Ltd UpheldConsumer CreditDRN-2958097 The complaint Mr M complains that NewDay Ltd, trading as Aqua, lent irresponsibly when providing him with a loan. What happened In June 2018 NewDay gave Mr M a loan of £7,500 over 60 months. Based on the information it’s provided, the interest rate on the loan was an APR of 21.... (4 pages)View decision -
Decision Reference DRN-3084140
29 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3084140 The complaint Mrs C is unhappy that NewDay Ltd approved her for credit at times when the credit wasn’t affordable for her. Mrs C is also unhappy that NewDay transferred one of her accounts to a debt collection company. What happened Mrs C has a number differently branded NewDay... (5 pages)View decision -
Decision Reference DRN-3133734
29 Oct 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3133734 The complaint Mrs D says that NewDay Ltd (trading as “Aqua”) didn’t carry out appropriate checks when lending to her and if it had, the checks would have shown the lending was unaffordable for her. What happened In January 2020, Mrs D was provided with an Aqua credit card with ... (3 pages)View decision -
Decision Reference DRN-3132233
29 Oct 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3132233 The complaint Mr J complains that NewDay Ltd trading as Aqua has registered a default against his account without contacting him to set up a repayment plan. What happened Mr J contacted Aqua on 11 December 2019 to inform them he was suffering financial difficulties due to a per... (4 pages)View decision -
Decision Reference DRN-3111527
29 Oct 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3111527 The complaint Mr G complains NewDay Ltd (NewDay) provided poor customer service and failed to send him his credit card statements, resulting in late fees being charged to his credit card account. What happened Mr G says in November 2020 charges were made to his credit card acco... (3 pages)View decision -
Decision Reference DRN-3125371
28 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3125371 The complaint Mrs B complains that NewDay Ltd had failed to assist her with a chargeback, to refund money for goods which never arrived. What happened Mrs B told us that she placed an order with an online retailer in July 2020. The retailer took a payment of £85.97 straight aw... (4 pages)View decision -
Decision Reference DRN-3090165
26 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3090165 The complaint Mr E complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened Mr E applied online for a credit card from Aqua. This was agreed in April 2019 with a limit of £900. Aqua then increased the limit to £2,150 in July 2019: Date Limit Ap... (3 pages)View decision -
Decision Reference DRN-3122159
25 Oct 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3122159 The complaint Mr G complains that NewDay Ltd (NewDay) lent to him irresponsibly. Mr G is represented by a claims management firm, but I will refer to Mr G as the complainant. What happened Mr G applied for an Aqua credit card from NewDay in June 2014. His limits were increased ... (3 pages)View decision -
Decision Reference DRN-2426219
22 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2426219 The complaint Ms P is unhappy that NewDay Ltd trading as Aqua (Aqua) provided her with a credit card and increased the limit. She says they lent to her irresponsibly. What happened Ms P opened a credit account with Aqua in December 2012 with an initial credit limit of £250. The... (4 pages)View decision -
Decision Reference DRN-3116150
22 Oct 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3116150 The complaint Miss T complains that NewDay Ltd lent to her irresponsibly. What happened Miss T complained about the card that NewDay opened for her in 2016. She told us she was in a seriously bad financial situation then with a poor credit rating, multiple payday loans, one aft... (5 pages)View decision