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 2077 results
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Decision Reference DRN-5117172
31 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5117172 The complaint Mr S complains NewDay Ltd trading as Aqua irresponsibly lent to him. Mr S is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr S himself. What happe... (3 pages)View decision -
Decision Reference DRN-4844221
29 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4844221 The complaint X complains about the way in which NewDay Ltd, operating under its Marbles credit card brand, handled her claim after a holiday company provided her with an unsatisfactory holiday package. What happened X is a wheelchair user who travels with a family member; t... (3 pages)View decision -
Decision Reference DRN-5106109
25 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5106109 The complaint Miss M complains that NewDay Ltd trading as Aqua (“Aqua”) irresponsibly provided her with a credit card and limit increases. In bringing her complaint, Miss M is represented by a business that I will refer to as T. What happened In December 2020, Miss M applie... (3 pages)View decision -
Decision Reference DRN-5067441
25 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5067441 The complaint Mr P complains that NewDay Ltd trading as Aqua (NewDay) has unfairly charged late payment and over the limit fees onto his credit card. What happened Mr P had a credit card with NewDay. He said he struggled financially and by NewDay applying what he considered ... (3 pages)View decision -
Decision Reference DRN-5073371
25 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5073371 The complaint Mrs H complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Mrs H was approved for an Aqua credit card in May 2022 with an initial credit limit of £450. The credit limit was increased to £1,300 in November 2022. Mrs H says Aqua irre... (3 pages)View decision -
Decision Reference DRN-5088730
24 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5088730 The complaint Miss M complains that NewDay Ltd declined an online purchase she was trying to make with her credit card and blocked her account. What happened Miss M holds a credit card account with NewDay. On 8 March 2024 she tried to make an online purchase for a flight tic... (2 pages)View decision -
Decision Reference DRN-4979388
24 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4979388 The complaint Mr W complains that NewDay Ltd trading as Marbles provided him with poor customer service on multiple occasions. What happened Mr W had previously brought a complaint to our service which was found in his favour. He says since then he’s had a lack of service fr... (4 pages)View decision -
Decision Reference DRN-5073824
24 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5073824 The complaint Miss B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and went on to increase the credit limit. What happened Miss B applied for a credit card with Aqua in May 2020. In her application, Miss B said she... (3 pages)View decision -
Decision Reference DRN-5075407
22 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5075407 The complaint Miss J complains that NewDay Ltd trading as Pulse (‘Pulse’) misled her by terminating her credit card account during an active period of breathing space, when they said they wouldn’t. To put things right Miss J would like Pulse to reinstate her credit card acc... (6 pages)View decision -
Decision Reference DRN-5076125
21 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5076125 The complaint Mr S complains that NewDay Ltd trading as BIP lent irresponsibly when it approved his credit card application and went on to increase the credit limit. What happened Mr S applied for a credit card with BIP in January 2022. In his application, Mr S said he was ... (3 pages)View decision
