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
-
Decision Reference DRN-2963045
20 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2963045 The complaint Mr C complains that NewDay Ltd trading as Aqua failed to update Mr C’s credit file once the outstanding balance on his credit card was repaid in full. What happened Mr C had an Aqua credit card which was included in a debt management programme. In July 2017 the de... (2 pages)View decision -
Decision Reference DRN-3054116
17 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3054116 The complaint Miss C complains that NewDay Ltd (NewDay) lent to her irresponsibly. What happened In November 2016, Miss C asked for a marbles card from NewDay – it was agreed with a limit of £300. Further increases were offered and put in place: NewDay gave a COVID19 payment ho... (4 pages)View decision -
Decision Reference DRN-3052452
16 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3052452 The complaint Mr B complained that NewDay Ltd had opened credit card accounts for him without making proper checks. Mr B said this lending was never affordable for him. What happened Mr B said that NewDay had lent him money he couldn’t afford to pay back. Mr B has now entered ... (5 pages)View decision -
Decision Reference DRN-3050908
15 Sep 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3050908 The complaint Ms M complains that NewDay Ltd trading as Aqua irresponsibly increased the credit limit on her credit card account which was unaffordable. What happened Ms M says she has no issue with Aqua’s decision to allow her to open a credit card account in 2016 with a credi... (3 pages)View decision -
Decision Reference DRN-3011570
15 Sep 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3011570 The complaint Mrs F complains that NewDay Ltd trading as Debenhams unfairly registered a default on her credit file. What happened Mrs F says she left the United Kingdom (UK) in or around July 2018 and repaid her Debenhams credit card account. She says on her return to the UK s... (2 pages)View decision -
Decision Reference DRN-3025008
13 Sep 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3025008 The complaint Ms D complains about the way NewDay Ltd trading as Aqua handled a call. Ms D also complains that Aqua’s app doesn’t provide clear information about her credit card. What happened In May 2021 Ms D called Aqua to check whether a payment had been received. Ms D says... (2 pages)View decision -
Decision Reference DRN-3040886
10 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3040886 The complaint Mr C is unhappy that NewDay Ltd authorised him for a credit account with an initial credit limit of £600, and also that his credit limit was later increased to £1,200. What happened Mr C applied for a credit account with NewDay in March 2017. Mr C’s application wa... (5 pages)View decision -
Decision Reference DRN-3040161
9 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3040161 The complaint Miss F complains that NewDay Ltd (trading as Aqua) unfairly reported a default to her credit file. What happened In August 2016, Miss F opened a credit card account with Aqua. The account fell into arrears in December 2017 and a couple of payments were missed. Mis... (5 pages)View decision -
Decision Reference DRN-2971706
9 Sep 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2971706 The complaint Mr K complains that NewDay Ltd (“NewDay”) is holding him liable for an online transaction which he says he didn’t make or otherwise authorise. What happened The circumstances of this complaint are well known to both parties, so I won’t repeat them all again here i... (3 pages)View decision -
Decision Reference DRN-2971155
8 Sep 2021 NewDay Ltd Not upheldConsumer CreditDRN-2971155 The complaint Mr S complains that NewDay Ltd made several increases to his credit limit on his Aqua credit card without following the rules of responsible lending. This led to him suffering financial hardship. What happened Mr S opened an Aqua credit card account with NewDay in... (3 pages)View decision