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-2691764
19 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2691764 The complaint Mrs B complains that NewDay Ltd irresponsibly allowed her to open three credit card accounts that were unaffordable. What happened Mrs B says she opened the NewDay accounts in 2017 and 2018 but it should have been obvious that she was in financial difficulties and... (2 pages)View decision -
Decision Reference DRN-2821327
19 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2821327 The complaint Mr H complains that NewDay Ltd (trading as Aquacard) incorrectly processed a chargeback request. What happened Mr H ordered some goods online in July 2020 but didn’t collect them as he no longer needed them. He waited for a refund from the merchant but didn’t rec... (4 pages)View decision -
Decision Reference DRN-2826484
19 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2826484 The complaint Miss H complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card then quickly increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. In my p... (4 pages)View decision -
Decision Reference DRN-2800414
17 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2800414 The complaint Ms K complains that NewDay Ltd lent irresponsibly when it approved two credit cards and increased her credit limit. What happened Ms K applied for a credit card (card 1) with NewDay in October 2016 and was given a £500 credit limit. In Ms K’s application, she told... (3 pages)View decision -
Decision Reference DRN-2821691
17 May 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2821691 The complaint Mr B complains that, after he complained to NewDay Ltd, his credit score was detrimentally impacted as a result of query markers it placed on his credit file. What happened The background to this complaint and my initial conclusions were set out in my provisional ... (4 pages)View decision -
Decision Reference DRN-2695487
14 May 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2695487 The complaint Mr W complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened Mr W applied for a credit card from Aqua. This was approved on 1 May 2016 with a limit of £600. The limit was unchanged. In September 2018, Aqua sent Mr W a Notice of De... (2 pages)View decision -
Decision Reference DRN-2818925
14 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2818925 Complaint Mr A has complained that NewDay Ltd (trading as “Aqua”card) irresponsibly provided him with credit card limit increases, which increased his debt. He’s also said that Aqua failed to respond to his needs by sending his account statements in an alternative format when h... (11 pages)View decision -
Decision Reference DRN-2753071
13 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2753071 The complaint Miss M complains that NewDay Ltd irresponsibly allowed her to open two credit card accounts which were unaffordable. What happened Miss M says she opened two NewDay accounts. The first was opened in 2014 and credit limit increases were applied until the account wa... (2 pages)View decision -
Decision Reference DRN-2814118
12 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2814118 The complaint Mr G complains that Aqua proactively increased his credit limit on his credit card, without carrying out checks to make sure he could afford the repayments. He feels that Aqua was irresponsible in increasing his lending, and that this contributed to him falling in... (4 pages)View decision -
Decision Reference DRN-2766970
12 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2766970 The complaint Mr R complains that NewDay Ltd irresponsibly allowed him to open two credit card accounts that were unaffordable and also increased the credit limit on one of the accounts. What happened Mr R says he opened the first account in July 2017 and three credit limit inc... (3 pages)View decision