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-4513873
12 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4513873 The complaint Mrs C complains that NewDay Ltd was irresponsible in its lending to her. What happened Mrs C holds three accounts with NewDay. She says the accounts were opened without adequate checks and her credit limits increased without a review of her financial situation. Sh... (4 pages)View decision -
Decision Reference DRN-4544205
11 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4544205 The complaint Mr R complains that NewDay Ltd trading as Fluid hasn’t defaulted his accounts. What happened In April 2019 Mr R entered into a debt management plan. Mr R thinks that NewDay should’ve defaulted both his accounts when he entered the debt management plan. He’s unhapp... (2 pages)View decision -
Decision Reference DRN-4474978
10 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4474978 The complaint Mr J has complained that NewDay Ltd acted irresponsibly when it increased the credit limits on two credit cards he held with it in 2016. Background Mr J had two NewDay credit cards, one ‘Marbles’ card and one ‘Aqua’ card in 2016. The limit on the Marbles card incr... (3 pages)View decision -
Decision Reference DRN-4546740
9 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4546740 The complaint Miss P complains about the way NewDay Ltd trading as Fluid administered her credit card after she made a payment to clear the outstanding balance. Miss P also complains that Fluid unfairly recorded information that’s impacted her credit file. What happened Miss P ... (3 pages)View decision -
Decision Reference DRN-4415349
8 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4415349 The complaint Mr F says NewDay Ltd, trading as Marbles, irresponsibly lent to him. What happened Mr F applied for a credit card in January 2022. It was approved with a limit of £900 and he was given two subsequent credit limit increases. The first was in June 2022 to £1,900 and... (3 pages)View decision -
Decision Reference DRN-4491839
8 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4491839 The complaint Mr M says NewDay Ltd, trading as BIP, incorrectly allowed gambling-related transactions to be made on his credit card account. He says NewDay’s actions caused him avoidable financial loss. What happened In February 2023, Mr M told NewDay he had a gambling addictio... (2 pages)View decision -
Decision Reference DRN-4324154
5 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4324154 The complaint Mr S is unhappy with how NewDay Ltd (NewDay) handled his chargeback claim following a transaction he disputed. Mr S says NewDay didn’t respond to him and failed to provide any advice after the chargeback process was completed. What happened Mr S had solar panels i... (3 pages)View decision -
Decision Reference DRN-4516734
5 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4516734 The complaint Mr W complains that NewDay Ltd trading as Aqua was irresponsible when it offered him credit and later increased his credit limit. Mr W bought his complaint via a representative but I will refer to him throughout for simplicity. What happened NewDay opened a credit... (3 pages)View decision -
Decision Reference DRN-4452438
4 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4452438 The complaint Mr H, through a representative, says NewDay Ltd, trading as Aqua, irresponsibly lent to him. What happened Mr H applied for a credit card in January 2016. It was approved with a limit of £1,200 and he was given four subsequent credit limit increases by NewDay. The... (3 pages)View decision -
Decision Reference DRN-4539593
4 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4539593 The complaint Ms G complains NewDay Ltd said she’d need a mobile phone if she wanted to carry on using her credit card. What happened Ms G says she’d had a John Lewis credit card for over 10 years and found it useful as she shopped at Waitrose on a regular basis meaning she ear... (3 pages)View decision
