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-2909798
6 Jul 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2909798 The complaint Ms Q complains that NewDay Ltd trading as Aqua (Aqua) lent to her irresponsibly. What happened Ms Q applied for a credit card from Aqua in July 2018 with a limit of £450. Further increases were agreed as follows: Date Limit July 2018 £450 November 2018 £1350 March... (3 pages)View decision -
Decision Reference DRN-2867888
2 Jul 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2867888 The complaint Mrs L, represented by her son, complained because NewDay Ltd: - debited £250.85 to her account in error; - sent arrears letters and a default letter, although Mrs L had reported that she hadn’t made the transaction; and - didn’t resolve the problem quickly or effi... (5 pages)View decision -
Decision Reference DRN-2836482
2 Jul 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2836482 The complaint Mr B complains that NewDay Ltd, trading as Aqua, lent to him irresponsibly by giving him a credit card and later increasing the limit of what he could borrow using the card. What happened Mr B took out a credit card with NewDay in May 2016. The initial credit limi... (4 pages)View decision -
Decision Reference DRN-2865982
30 Jun 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2865982 The complaint Mrs S complains that her account with NewDay Ltd (NewDay) was unfairly defaulted. What happened Mrs S had a retailer branded credit card from NewDay. She was taken ill in 2017. Her husband had to give up his job to care for her. She ran into financial difficulties... (5 pages)View decision -
Decision Reference DRN-2888552
30 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2888552 The complaint Ms W is unhappy that NewDay Ltd, trading as Marbles, provided her with a credit account which she feels was unaffordable for her at that time. Ms W is also unhappy that NewDay Ltd, trading as Marbles, subsequently increased the credit limit on her account, which a... (5 pages)View decision -
Decision Reference DRN-2898809
29 Jun 2021 NewDay Ltd Not upheldConsumer CreditDRN-2898809 The complaint Mrs A complains that NewDay Ltd (“NewDay”) have refused to accept her claim that three transactions on her account were fraudulent. 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... (2 pages)View decision -
Decision Reference DRN-2839936
28 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2839936 The complaint Ms B complains that NewDay Ltd, trading as Aqua, failed to correct her credit file after it upheld a complaint she brought against it for irresponsible lending. What happened The details of this complaint are well known to both parties, so I won’t repeat them agai... (2 pages)View decision -
Decision Reference DRN-2836048
28 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2836048 The complaint Mr D complains that NewDay Ltd trading as Marbles (Marbles) registered a default against him in July 2020 – when it should’ve been registered in 2018. What happened Mr D had a Marbles credit card with a limit of £2,200. In 2017, he was struggling to pay his debts.... (3 pages)View decision -
Decision Reference DRN-2888369
27 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2888369 The complaint Miss B complains about the way NewDay Ltd (“NewDay”) handled a chargeback request she made for an online purchase. What happened In May 2020 Miss B bought a pair of air pods online for £149.99 using her NewDay MasterCard credit card. In July 2020 she contacted New... (3 pages)View decision -
Decision Reference DRN-2821995
23 Jun 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2821995 The complaint Mr Q complains that NewDay Ltd (NewDay) defaulted his accounts. What happened Mr Q had two cards provided by NewDay – an Opus card and a Fluid card. He was struggling with repayments and by January 2020, he had debts of £2284 on the Opus card, and £5012 on the Flu... (3 pages)View decision