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-2879741
23 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2879741 The complaint Mrs K complains that NewDay Ltd trading as Aqua irresponsibly allowed her to open a credit card account and later increased her credit limit which were both unaffordable. What happened Mrs K says she was in financial difficulties when the credit card account was o... (2 pages)View decision -
Decision Reference DRN-2879282
23 Jun 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2879282 The complaint Miss S complains that NewDay Ltd set a credit limit on her credit card account that was too high and says it continued to charge her interest when she closed the account. What happened Miss S says NewDay set the credit limit on her account too high as she had othe... (3 pages)View decision -
Decision Reference DRN-2829512
23 Jun 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2829512 The complaint Mr M complains that NewDay Ltd trading as Aqua didn’t tell him that the interest rate on his credit card account was increasing. What happened Mr M says he was sent a letter in October 2019 telling him the interest rate on his Aqua credit card account would be inc... (2 pages)View decision -
Decision Reference DRN-2889376
23 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2889376 The complaint Ms R complained that NewDay Ltd (trading as ‘Aqua’) acted irresponsibly when they provided her with a credit card, increased its limit on two occasions and agreed to provide her a loan. What happened Ms R applied online to Aqua for a credit card in July 2016. Aqua... (5 pages)View decision -
Decision Reference DRN-2816299
22 Jun 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2816299 The complaint Mrs A complains that NewDay Ltd set up an arrangement on her account but didn’t take the repayment and later passed her account to a collection business. What happened Mrs A says she was a victim of domestic violence and told NewDay about her difficulties in a tel... (2 pages)View decision -
Decision Reference DRN-2838403
22 Jun 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2838403 The complaint Mr W complains that NewDay Ltd trading as Aquacard have irresponsibly lent to him when they increased his credit limit on his credit card. What happened Mr W made an application for an Aqua credit card in November 2019. Mr W told Aqua that he earned £37,600, had o... (2 pages)View decision -
Decision Reference DRN-2887672
22 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2887672 The complaint Miss L complained that NewDay Ltd (trading as Aqua) failed to respond after she told them about her financial difficulties and made an offer to settle her debt with them What happened Miss L was accepted for an Aqua credit card account in February 2019. She wrote ... (4 pages)View decision -
Decision Reference DRN-2826305
18 Jun 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2826305 The complaint Mr C complains about NewDay Ltd (NewDay) because a direct debit was not set up for his credit card. What happened In August 2019, Mr C opened a credit card with NewDay. The first statement for the credit card was produced in September 2019 with a minimum payment a... (2 pages)View decision -
Decision Reference DRN-2877665
17 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2877665 The complaint Mr F says that NewDay Ltd (“NewDay”) should not have increased the credit limit on his credit card on a number of occasions and that this was irresponsible lending and has caused him financial difficulties. He would like a refund for all interest and charges, his ... (6 pages)View decision -
Decision Reference DRN-2414588
16 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2414588 The complaint Mr J complains that NewDay Ltd has refused to lower the interest rate on his credit card following a letter it sent him concerning persistent debt. What happened Mr J opened his credit card account with NewDay in June 2016. In May 2020 NewDay wrote to Mr J to expl... (3 pages)View decision