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 2100 results
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Decision Reference DRN-4405343
17 Oct 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4405343 The complaint Mr E, represented by a third party, complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. What happened Mr E applied for an Aqua credit card in April 2013, and this was provided with an initial credit limit of £250. The credit limit wa... (3 pages)View decision -
Decision Reference DRN-4296769
13 Oct 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4296769 The complaint Mr R complains that NewDay Ltd didn’t raise a chargeback for a cancelled booking when this had been previously agreed. What happened Mr R brought a separate complaint to our service previously about NewDay Ltd about a chargeback. In that complaint, NewDay Ltd acce... (2 pages)View decision -
Decision Reference DRN-4193674
13 Oct 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4193674 The complaint Mrs Q complains that NewDay Ltd, trading as Aqua, increased the limit on a credit card account, which she could not afford. What happened In March 2018 Aqua approved a credit card account with an initial limit of £250 for Mrs Q. It increased that limit three times... (3 pages)View decision -
Decision Reference DRN-4397082
12 Oct 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4397082 The complaint Mr B complains that NewDay Ltd trading as Pulse allowed him to carry out a balance transfer to his wife’s credit card and then didn’t assist when he informed it of the mistake. What happened Mr B has a credit card account with NewDay. On 12 January 2023, he comple... (3 pages)View decision -
Decision Reference DRN-4316437
12 Oct 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4316437 The complaint In summary, Miss T complains that NewDay Ltd (trading as Aqua Classic), provided her with a credit card and credit limit increases that she wasn’t able to afford. She is also unhappy with it not responding to her complaint. I will refer to NewDay throughout the de... (5 pages)View decision -
Decision Reference DRN-4371355
11 Oct 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4371355 The complaint Mr H says NewDay Ltd, trading as Aqua, irresponsibly lent to him. What happened Mr H applied for a credit card in September 2019. It was approved with a limit of £450. In February 2022 this was increased to £1,450. Mr H says NewDay should never have increased his ... (2 pages)View decision -
Decision Reference DRN-4214156
11 Oct 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4214156 The complaint Mr W complains that NewDay Ltd (‘NewDay’) shouldn’t have opened a credit card account for him because it was unaffordable. What happened In 2012 NewDay opened a credit card account for Mr W with an unknown credit limit. In 2013 NewDay increased Mr W’s credit lim... (2 pages)View decision -
Decision Reference DRN-4244505
10 Oct 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4244505 The complaint Ms S complains that NewDay Ltd trading as Debenhams did not carry out a series of refunds she was expecting on her account. What happened Ms S says that she was waiting for a number of historic refunds on her account. She said there were multiple credits she made ... (2 pages)View decision -
Decision Reference DRN-4287774
6 Oct 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4287774 The complaint Mr K complains that NewDay Limited won’t compensate him for a damaged suitcase. What happened In May 2022 Mr K used his NewDay credit card to pay just over £110 for flight tickets purchased from travel company. Mr K travelled and when he received his suitcase at t... (4 pages)View decision -
Decision Reference DRN-4260329
3 Oct 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4260329 The complaint Miss B complains that NewDay Ltd trading as Aqua incorrectly applied interest to her credit card account. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in detail. But in summary: - Miss B had a credi... (2 pages)View decision
