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 2089 results
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Decision Reference DRN-4818453
24 Jun 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4818453 The complaint Mr G complains that NewDay Ltd shouldn’t have lent to him because it ought reasonably to have realised that he might struggle to repay the debt. What happened NewDay approved a credit card for Mr G with a £900 credit limit in May 2017. They increased that limit on... (3 pages)View decision -
Decision Reference DRN-4868904
24 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4868904 The complaint Mrs G complains that NewDay Ltd trading as Aqua Classic was irresponsible in its lending to her. She wants all interest, fees and charges refunded along with compensatory interest and any adverse information removed from her credit file. Mrs G is represented by a ... (4 pages)View decision -
Decision Reference DRN-4780723
21 Jun 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4780723 The complaint Mrs M complains that NewDay Ltd is holding her liable for transactions she says she didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, in April and May 2023, respecti... (3 pages)View decision -
Decision Reference DRN-4753049
20 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4753049 The complaint Mr L complains that NewDay Ltd trading as Aqua charged him a £12 over limit fee. He’s also unhappy about the difficulties he experienced when he tried to get in touch with Aqua due to security issues. What happened Mr L holds an Aqua credit card with a credit limi... (2 pages)View decision -
Decision Reference DRN-4819390
20 Jun 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4819390 The complaint Mrs S is being represented by solicitors. She’s complaining about NewDay Ltd trading as Aqua because she says it lent irresponsibly by providing a credit card she couldn’t afford and then going on to increase the credit limit further. What happened In July 2020, M... (4 pages)View decision -
Decision Reference DRN-4730846
18 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4730846 The complaint Mr L, through his professional representative, complains that NewDay Ltd never carried out the right checks before giving him two credit cards and several credit limits increases. What happened Mr L applied on-line for two credit cards with NewDay. The first appli... (4 pages)View decision -
Decision Reference DRN-4818143
13 Jun 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4818143 The complaint Miss J is unhappy about a default that NewDay Ltd trading as Marbles (NewDay) has applied to her credit file. What happened In January 2018, Miss J’s account with NewDay fell into arrears. It sent her a default notice in July 2018 advising that if payment were not... (2 pages)View decision -
Decision Reference DRN-4811326
13 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4811326 The complaint Ms K has raised several complaints about the service she has received from NewDay Ltd. What happened NewDay issued final response letters addressing Ms K’s complaints dated 23 April 2023, 24 August 2023 and 27 September 2023. A jurisdiction decision was issued exp... (2 pages)View decision -
Decision Reference DRN-4848203
12 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4848203 The complaint Mr G complains NewDay Limited has not met its obligations in regard to a transaction he made on his credit card to have an extension and associated works. What happened In November 2022 Mr G used his NewDay credit card to pay £1000 to ... (6 pages)View decision -
Decision Reference DRN-4744317
11 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4744317 The complaint Mrs L is unhappy that she is unable to receive one-time passcodes (“OTPs”) sent by NewDay Ltd when she tried to access her account online. What happened Mrs L raised a complaint with NewDay because she wasn’t receiving OTPs sent by NewDay when she tried to access ... (2 pages)View decision
