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-4630507
21 Feb 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4630507 The complaint Mr T complains that NewDay Ltd failed to collect his direct debits in line with his instructions which led to missed payments and adverse entries on his credit file. He’s also unhappy with the time taken to resolve the issue. What happened I issued my provisional ... (3 pages)View decision -
Decision Reference DRN-4510384
20 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4510384 The complaint Mr G complains about NewDay Ltd, trading as Aqua, increasing the interest rate on his credit card shortly after they increased the credit limit on his account. What happened In April 2023, Mr G and NewDay agreed a higher credit card limit. In July 2023, NewDay inf... (3 pages)View decision -
Decision Reference DRN-4450134
16 Feb 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4450134 The complaint Mr H complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened In February 2017, Mr H applied for a credit card with Marbles. In his application, Mr H said he wa... (3 pages)View decision -
Decision Reference DRN-4449191
16 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4449191 The complaint Mr E complains about how NewDay Ltd (“NewDay”) handled his request for a refund of money he paid to a third party. He also complains that NewDay decreased his credit limit without notice. What happened In July 2022, Mr E paid £1,200 to a third party I’ll call ‘M’ ... (2 pages)View decision -
Decision Reference DRN-4586544
14 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4586544 Complaint Miss C has complained about a credit card NewDay Ltd (trading as “Aqua”) provided to her. She says the credit card was irresponsibly provided to her and then her limit increased even after she was only making minimum payments. Background Aqua provided Miss C with a cr... (3 pages)View decision -
Decision Reference DRN-4615657
12 Feb 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4615657 The complaint Mr H complains that NewDay Ltd didn’t provide the service it should have and didn’t treat him fairly when he was experiencing financial difficulties. What happened Mr H contacted NewDay to ask for some breathing space on his account explaining that he wasn’t recei... (3 pages)View decision -
Decision Reference DRN-4415760
12 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4415760 The complaint Ms P complains that NewDay Ltd (NewDay)declined her application for a credit card with no explanation. She would NewDay to accept application. What happened The details of this complaint are well known to both parties so I wont repeat them again here. Instead I w... (2 pages)View decision -
Decision Reference DRN-4609005
8 Feb 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4609005 The complaint Mr P complains that NewDay Ltd trading as Pulse didn’t provide him the service it should have when he wanted to make a balance transfer from his NewDay credit card. What happened Mr P had a credit card with a 0% APR that was moved to a Pulse card managed by NewDay... (3 pages)View decision -
Decision Reference DRN-4357925
7 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4357925 The complaint Miss S complains about several service problems with NewDay Ltd trading as Aqua (Aqua). What happened Miss S had an Aqua credit card from NewDay. In December 2022, the limit was £900 and the balance was £942.63. The payment required was £52.06 plus a ‘recommended ... (5 pages)View decision -
Decision Reference DRN-4605927
7 Feb 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4605927 The complaint Mr C complains that NewDay Ltd trading as Amazon Card closed his account. What happened Mr C had an Amazon branded NewDay credit card. Through the application (app), he received a letter stating that the credit card was closing and that the account would be transf... (5 pages)View decision
