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-2811671
12 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2811671 The complaint Miss O complained that NewDay Ltd (trading as Aqua) acted irresponsibly when agreeing to provide her with a credit card. She says that they increased the account limit on five occasions, causing her financial problems. What happened Miss O applied to NewDay for a... (6 pages)View decision -
Decision Reference DRN-1783251
11 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-1783251 The complaint Mr A complains that New Day Limited trading as Aqua provided credit to him irresponsibly. What happened Mr A opened a credit card account with Aqua in Sept 2017 with a credit limit of £600. His credit limit was increased to £1,150 in April 2018 and then increased ... (3 pages)View decision -
Decision Reference DRN-2740965
11 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2740965 The complaint Mr K complains that NewDay Ltd trading as Marbles (Marbles) shouldn’t have registered a default against him. What happened Mr K had a credit card with Marbles. The limit was £5,000. He was in financial difficulty. On 7 January 2020, Marbles agreed a payment plan o... (3 pages)View decision -
Decision Reference DRN-2810472
11 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2810472 The complaint Mr H complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened Mr H opened his Aqua card account in 2012. Aqua increased his credit limits as follows: Date Old Limit New Limit June 2012 - £500 November 2012 £500 £750 April 2013 £750... (7 pages)View decision -
Decision Reference DRN-2809034
10 May 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2809034 The complaint Mr H complains that NewDay Ltd refused to transfer his credit card balance to his loan account. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute so instead I’ll focus on giv... (2 pages)View decision -
Decision Reference DRN-2762589
6 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2762589 The complaint Miss S is complaining about NewDay Ltd trading as Aqua. She says they lent to her irresponsibly when they gave her a credit card in August 2016, and again when they increased her credit limit in April 2017. What happened Miss S applied for an Aqua credit card in A... (3 pages)View decision -
Decision Reference DRN-2751303
3 May 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2751303 The complaint Mr A complains that he was unable to access his NewDay Ltd account whilst abroad. What happened Mr A says he couldn’t access his account online or via his banking application (app) whilst in the Ukraine. He says he called NewDay from Ukraine and spent 90 minutes o... (2 pages)View decision -
Decision Reference DRN-2730149
30 Apr 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2730149 The complaint Mr H complains that NewDay Ltd didn’t correctly process his payment for a holiday and as a result the loyalty points he’d accrued on his card weren’t redeemed against the purchase price. He’d like NewDay Ltd to pay him the monetary value of the points he’d accrued... (3 pages)View decision -
Decision Reference DRN-2749514
28 Apr 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2749514 The complaint Ms R is unhappy that NewDay Ltd increased the credit limit on her account when such an increase was unaffordable for her. What happened In February 2019 Ms R opened a credit account with NewDay. The credit account had an initial credit limit of £450. Ms R has conf... (3 pages)View decision -
Decision Reference DRN-2775240
23 Apr 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2775240 The complaint Mr S complains about NewDay Ltd (“NewDay”) for credit limit increases which were offered to him on his Aqua and Marbles cards. He believes that these increases were irresponsible as he had substantial other debt and he had high spending on gambling on his cards. H... (4 pages)View decision