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 2099 results
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Decision Reference DRN-4539392
4 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4539392 The complaint Mr M complains NewDay Ltd said he’d need a mobile phone if he wanted to carry on using his credit card. What happened Mr M says he’d had a John Lewis credit card for over 40 years and found it useful as he shopped at Waitrose on a regular basis meaning he earnt po... (3 pages)View decision -
Decision Reference DRN-4529211
4 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4529211 The complaint Ms W complains NewDay Ltd said she’d need a mobile phone if she wanted to carry on using her credit card. What happened Ms W says she’d had a John Lewis credit card for over 20 years and found it useful as she shopped at Waitrose on a regular basis meaning she ear... (3 pages)View decision -
Decision Reference DRN-4489355
4 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4489355 The complaint Mr K complains that NewDay Ltd trading as Aqua (‘NewDay Ltd’) irresponsibly gave him a credit card that he couldn’t afford. What happened On 28 February 2019, Mr K applied for and was given a credit card with a credit limit of £600. The card had five increases to ... (3 pages)View decision -
Decision Reference DRN-4476289
4 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4476289 The complaint Miss F complains that NewDay Ltd irresponsibly provided her with a credit card account she couldn’t afford. She’s also unhappy with the two credit limit increases (CLIs) it subsequently applied to the account. What happened In October 2016 NewDay opened a credit c... (3 pages)View decision -
Decision Reference DRN-4295289
3 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4295289 The complaint Mr B complains NewDay Ltd won’t allow him to move a payment he made on one credit card to another credit card. What happened Mr B has two credit cards with NewDay – one under their Marbles brand, and another under their Aqua brand. Mr B made a payment of £1,000 on... (3 pages)View decision -
Decision Reference DRN-4475724
27 Dec 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4475724 The complaint Mr M complains that NewDay Ltd failed to close all of his accounts, which has affected his credit file. What happened Mr M says he paid off his three NewDay credit card accounts in or around 8 July 2022 and asked it to close the accounts. He says two accounts were... (2 pages)View decision -
Decision Reference DRN-4325902
20 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4325902 The complaint Mr M complains that he’s been charged late payment fees by NewDay Ltd trading as Marbles due to his direct debit not being taken as a result of a system error. He’s also unhappy that his account was defaulted and terminated. What happened Mr M opened a credit card... (2 pages)View decision -
Decision Reference DRN-4516319
20 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4516319 Complaint Mr C has complained about a credit card and subsequent credit limit increases NewDay Ltd (trading as “Aqua”) provided to him. He says the limit on his credit card was automatically raised multiple times without request at times when his life was difficult. Background ... (10 pages)View decision -
Decision Reference DRN-4521984
19 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4521984 The complaint Mr D complains about difficulties making a payment via NewDay Ltd trading as Pulse’s app. Mr D also complains that NewDay unfairly recorded Query Markers (Q markers) on his credit file when he raised a complaint. What happened The background to this complaint and ... (4 pages)View decision -
Decision Reference DRN-4430612
18 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4430612 The complaint Mrs H complains that NewDay Ltd trading as Aquacard was irresponsible in its lending to her. What happened NewDay provided Mrs H with a credit card. She says that between 2017 and 2019 she was struggling financially which would have been seen from her defaults. Sh... (3 pages)View decision
