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-4527975
18 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4527975 The complaint Mr S complains that NewDay Ltd was irresponsible in its lending to him. What happened Mr S first raised his complaint in 2019 and says that he didn’t receive a response from NewDay at that time and when he raised this again NewDay said it wouldn’t reopen his compl... (3 pages)View decision -
Decision Reference DRN-4524872
18 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4524872 The complaint Mr A complains that NewDay Ltd trading as Aqua (“Aqua”) failed to refund transactions he didn’t recognise. What happened What Mr A says Mr A explained that he noticed a series of transactions had been made using his Aqua credit card that he didn’t recognise. He w... (3 pages)View decision -
Decision Reference DRN-4472557
18 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4472557 The complaint Mr B complains that NewDay Ltd trading as Aqua (‘NewDay Ltd’) irresponsibly gave him a credit card that he couldn’t afford. What happened On 9 May 2021, Mr B applied for and was given a credit card with a credit limit of £900. The credit limit was increased to £1,... (2 pages)View decision -
Decision Reference DRN-4376299
17 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4376299 The complaint Miss B has complained about NewDay Ltd’s actions in respect of a credit account she has with it. What happened Miss B has an account with NewDay. She’s explained that she didn’t receive an item she’d ordered from a third party, using her NewDay finance. NewDay say... (1 page)View decision -
Decision Reference DRN-4289051
16 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4289051 The complaint Mrs S complains that the layout of her statement in relation to a credit card held with NewDay Ltd trading as John Lewis Partnership Credit (“NewDay”) is misleading. What happened Mrs S is unhappy about the layout of her credit card statement. She says that the s... (2 pages)View decision -
Decision Reference DRN-4363179
16 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4363179 The complaint Mr I complains NewDay Ltd trading as Aqua treated him unfairly when he couldn’t meet the repayments on his account. Mr I says he received poor service which resulted in his account falling into default. What happened The facts of the complaint are well known to bo... (3 pages)View decision -
Decision Reference DRN-4331182
16 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4331182 The complaint Mr A complains NewDay Ltd incorrectly charged him interest. What happened Mr A had a credit card with NewDay and a 0% interest balance transfer and a 0% interest money transfer deal on the card. The balance transfer deal was older and expiring before the money tra... (3 pages)View decision -
Decision Reference DRN-4516343
15 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4516343 The complaint Mr G has complained NewDay Ltd, trading as Pulse Credit Card, charged him for transactions he didn’t make. What happened NewDay administers the Pulse credit card. Mr G started getting statements from Pulse about a credit card he supposedly held. He’d never applied... (2 pages)View decision -
Decision Reference DRN-4415421
15 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4415421 The complaint Mr B complains that NewDay Ltd, trading as BIP (who I’ll call NewDay), shouldn’t have allowed him to exceed the credit limit on his credit card. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead,... (1 page)View decision -
Decision Reference DRN-4355455
15 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4355455 The complaint The estate of Mr W complains NewDay Ltd provided the late Mr W with an unaffordable credit card. What happened In June 2021 NewDay provided Mr W with a credit card with a limit of £1,200. Mr W sadly passed away in April 2022 and the executors of his estate complai... (4 pages)View decision
