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-4404328
13 Nov 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4404328 The complaint Miss K says NewDay Ltd, trading as Marbles, irresponsibly lent to her. What happened Miss K applied for a credit card in June 2020. It was approved with a limit of £900. Miss K says NewDay should never have lent to her. She had lots of other debt and defaults. Als... (2 pages)View decision -
Decision Reference DRN-4395424
7 Nov 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4395424 The complaint Mr B complains about how NewDay Ltd dealt with him when he lost his job. What happened Mr B says he lost his job and contacted NewDay about his credit card account and debt in early 2023. He says NewDay didn’t respond or offer any help. NewDay accepts it didn’t re... (2 pages)View decision -
Decision Reference DRN-4388087
6 Nov 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4388087 The complaint Miss C complains that NewDay Ltd (NewDay) lent to her irresponsibly. What happened Miss C had two credit cards from NewDay, an Aqua card and a Marbles card. The Aqua card was opened in November 2015; the Aqua card was opened in December 2017. Limit increases were ... (5 pages)View decision -
Decision Reference DRN-4302349
3 Nov 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4302349 The complaint Ms M is unhappy that NewDay Ltd won’t increase her credit card account limit and she doesn’t think it’s adequately explained why it won’t. What happened Ms M recently asked NewDay Ltd to increase her credit card account limit. It refused. NewDay told Ms M that she... (2 pages)View decision -
Decision Reference DRN-4269168
3 Nov 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4269168 The complaint Mr B complains about the outcome of a claim he made to NewDay Ltd in respect of an inspection and report carried out on his vehicle. What happened Mr B bought a car in August 2022 and noticed shortly afterwards it had been extensively repaired. He came to an arran... (4 pages)View decision -
Decision Reference DRN-4434283
2 Nov 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4434283 The complaint Mrs B complains that NewDay Ltd failed to prevent a payment of £159.09 being taken from her account; and that it has handled things poorly and caused her distress and inconvenience. What happened The background to this complaint is well known to both parties, so I... (3 pages)View decision -
Decision Reference DRN-4290723
1 Nov 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4290723 The complaint Ms P complains that NewDay Ltd, trading as Aqua, who I’ll call “NewDay”, were unreasonable to reject a claim she made to them under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened The details of this complaint are well known to both partie... (2 pages)View decision -
Decision Reference DRN-4234871
1 Nov 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4234871 The complaint Mr G complains that NewDay Ltd closed his branded credit card account without any notice. He said that affected his credit rating, as he was now using a much higher proportion of his available credit. He wanted NewDay to pay compensation. What happened Mr G told u... (3 pages)View decision -
Decision Reference DRN-4192028
1 Nov 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4192028 The complaint Mr E complains that NewDay Ltd trading as Aqua wrongly terminated his account, and they gave him wrong information about his account being passed to a debt collection agency (DCA). What happened Mr E says that he rung Aqua on 17 August 2022, and he was told that i... (3 pages)View decision -
Decision Reference DRN-4364900
31 Oct 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4364900 The complaint Ms M says NewDay Ltd, trading as Opus, has mis-handled her credit card account. What happened Ms M paid off the balance of her credit card account in April 2018. The following day NewDay received a further payment of £100, leaving her account in credit by £124.60.... (2 pages)View decision
