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-2331894
2 Jun 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2331894 The complaint Mr S is unhappy that NewDay Ltd, trading as Aqua, didn’t help him when he informed them of financial difficulties and mental health issues he was struggling with. Mr S is also unhappy that NewDay Ltd, trading as Aqua, recorded a default on his credit file. What ha... (3 pages)View decision -
Decision Reference DRN-2840492
27 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2840492 The complaint Mr T is unhappy that NewDay Ltd, trading as Aqua, increased the credit limit on his credit account, which he feels was unaffordable for him at those times. What happened In December 2014, Aqua increased the credit limit on Mr T’s account from £600 to £1,350. Aqua ... (3 pages)View decision -
Decision Reference DRN-2725549
26 May 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2725549 The complaint Mr F complains that NewDay Ltd (trading as Amazon) lent to him irresponsibly in providing a credit card. What happened Mr F applied for an Amazon credit card. The application was approved, and an account opened in May 2017, with a credit limit of £500. In April 2... (2 pages)View decision -
Decision Reference DRN-2813041
26 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2813041 The complaint Mr D is unhappy that NewDay Ltd, trading as Aqua, approved him for a credit account which he feels was unaffordable for him at that time. Mr D is also unhappy that NewDay Ltd, trading as Aqua, subsequently increased the credit limit on the account, which he also c... (4 pages)View decision -
Decision Reference DRN-2818074
26 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2818074 The complaint Mr T complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved his credit card then increased the credit limit a few months later. What happened In September 2018 Mr T applied for a credit card with Marbles. The application said Mr T lived ... (2 pages)View decision -
Decision Reference DRN-2804177
24 May 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2804177 The complaint Ms M complains that NewDay Ltd irresponsibly allowed her to open two credit card accounts which were unaffordable. What happened Ms M says she opened two NewDay credit card accounts in 2020. She says the lending was unaffordable and NewDay didn’t carry out any che... (2 pages)View decision -
Decision Reference DRN0880136
22 May 2021 NewDay Ltd Not upheldBanking and creditMr C complains NewDay Ltd won’t refund a payment made on his credit card to a secondary ticket selling website (“the Website”) for concert tickets. background In December 2017, Mr C says he bought two tickets for an event which was due to take place abroad, in July 2018, on his credit card... (5 pages)View decision -
Decision Reference DRN-2519713
21 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2519713 Complaint Mr O is unhappy with the way New Day Ltd trading as Aqua (“NewDay”) handled his chargeback request. Background Mr O has a credit card with NewDay. In November 2019, the security of his account with a travel website was compromised and used to pay for accommodation. He... (2 pages)View decision -
Decision Reference DRN-2807476
20 May 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2807476 The complaint Ms J complains that NewDay Ltd, trading as Aqua, raised the credit limit on her credit card to the point where she can no longer afford the repayments. What happened The details of this complaint are well known to both parties, so I will not repeat them again her... (2 pages)View decision -
Decision Reference DRN-2707817
19 May 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2707817 The complaint Mr G complains that NewDay Ltd lent to him irresponsibly through two credit card accounts they gave him. He feels this led to him getting into a spiral of debt and having to go onto a debt management plan. What happened In November 2013 Mr G applied for a credit c... (4 pages)View decision