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-2890409
12 Jul 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2890409 The complaint Mr W complains that NewDay Ltd trading as Aqua irresponsibly allowed him to open a credit card account and later increased his credit limit which was unaffordable. What happened Mr W says Aqua didn’t carry out any affordability checks on his credit card account ap... (2 pages)View decision -
Decision Reference DRN-2904238
12 Jul 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2904238 The complaint Mr D complains that NewDay Ltd wouldn’t refund a payment he didn’t make from his card account. What happened Mr D’s card account was in credit and a payment of £546.36 out was made to a bank account. Mr D said he didn’t authorise this and that he had been the vict... (2 pages)View decision -
Decision Reference DRN-2904178
12 Jul 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2904178 The complaint Mr D complains that NewDay Ltd wouldn’t refund a payment he didn’t make from his card account. What happened Mr D’s card account was in credit and a payment of £750 out was made to a bank account. Mr D said he didn’t authorise this and that he had been the victim ... (3 pages)View decision -
Decision Reference DRN-2886687
8 Jul 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2886687 The complaint Mrs M complains that NewDay Ltd lent irresponsibly when it approved two credit cards and a loan in her name. Mrs M also complains that NewDay increased her credit limit. What happened In August 2017 Mrs M applied for a credit card with Marble. In the application, ... (3 pages)View decision -
Decision Reference DRN-2915878
8 Jul 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2915878 The complaint Mr P complains that NewDay Ltd trading as Aqua closed and defaulted his credit card account despite asking for help while experiencing financial difficulties. What happened The background to this complaint and my initial conclusions were set out in my provisional ... (3 pages)View decision -
Decision Reference DRN-2908019
8 Jul 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2908019 The complaint Mr W complains that NewDay Ltd trading as Aqua has irresponsibly lent to him. What happened Mr W applied for a credit card with Aqua in March 2018 and was accepted with a £900 credit limit. Mr W complained to Aqua and said he was in a desperate situation at the ti... (4 pages)View decision -
Decision Reference DRN-2915719
8 Jul 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2915719 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it increased his credit limit on several occasions. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. In my provisional decision... (3 pages)View decision -
Decision Reference DRN-2915539
8 Jul 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2915539 The complaint Mr H complains that NewDay Ltd trading as Opus lent irresponsibly when it approved his credit card and later increased the credit limit. Mr H also says Opus failed to help while he was experiencing financial difficulties. What happened The background to this compl... (3 pages)View decision -
Decision Reference DRN-2731330
7 Jul 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2731330 The complaint Miss B complains that NewDay Ltd irresponsibly lent to her. What happened In April 2017, Miss B took out an Aqua credit card with NewDay. At this time she set out she was employed, declared her income and NewDay was able to see her other outstanding debt from a c... (3 pages)View decision -
Decision Reference DRN-2873482
7 Jul 2021 NewDay Ltd UpheldBanking and PaymentsPage 1 of 8The complaint Mr O complains that NewDay Ltd, trading as Aqua and Marbles (NewDay) irresponsibly provided him with two credit cards and limit increases on those cards, which increased his debt. What happened In August 2015, Mr O applied for an Aqua branded credit card with NewDa... (8 pages)View decision