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-4257478
2 Aug 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4257478 The complaint Miss C complains that NewDay Ltd trading as Aqua did not change her statement date in line with her instructions. What happened Miss C says that she contacted Aqua to change her statement date to a couple of days later. She says nobody was available to do this for... (3 pages)View decision -
Decision Reference DRN-4135446
1 Aug 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4135446 The complaint Ms A complains NewDay Ltd didn’t treat her fairly when it made changes to her credit card account. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus on the reasons for my decision. What... (2 pages)View decision -
Decision Reference DRN-4099037
31 Jul 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4099037 The complaint Mr M complains that NewDay Ltd, trading as Aqua, charged him interest on a Money Transfer when none should have chargeable. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving... (2 pages)View decision -
Decision Reference DRN-4249672
31 Jul 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4249672 The complaint Mr W complains that NewDay Ltd trading as Aqua registered a Q marker on his credit file. What happened Mr W says that Aqua had added a Q marker to his credit file. He says Aqua asked for a letter from a credit reference agency (CRA), which he provided to them, but... (3 pages)View decision -
Decision Reference DRN-4257621
20 Jul 2023 NewDay Ltd Not upheldConsumer CreditDRN-4257621 The complaint Mr D complains he was irresponsibly provided with unaffordable credit card accounts and credit limit increases by NewDay Ltd. What happened Mr D was provided with two credit card accounts from NewDay under the brands Marbles and Argos. The below table provides the... (5 pages)View decision -
Decision Reference DRN-4251821
19 Jul 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4251821 The complaint Miss S is unhappy that NewDay Ltd haven’t provided her with the correct type of credit card. What happened Miss S is severely disabled and is prescribed medication which affects her memory. Because of this, a chip and pin credit card isn’t suitable for Miss S, bec... (3 pages)View decision -
Decision Reference DRN-4219522
18 Jul 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4219522 The complaint Mr B is unhappy that NewDay Ltd, trading as Amazon Platinum Mastercard, enabled an unauthorised third-party to gain access to his account and with several aspects of the service he received from NewDay surrounding this matter. What happened On 28 January 2022, Mr ... (3 pages)View decision -
Decision Reference DRN-4237346
18 Jul 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4237346 The complaint Mrs F complains that NewDay Ltd lent to her irresponsibly. What happened In July 2020 Mrs F applied for a Fluid credit card. NewDay approved the application and gave Mrs F a card with an initial credit limit of £900. The credit limit was increased to £1700 in Dece... (2 pages)View decision -
Decision Reference DRN-4145914
18 Jul 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4145914 The complaint Mr W complains that NewDay Ltd (‘NewDay’), trading as Aqua, irresponsibly granted him a credit card account he couldn’t afford to repay. What happened Mr W entered into an agreement with NewDay to have access to credit by way of a credit card account. The account ... (3 pages)View decision -
Decision Reference DRN-4130630
17 Jul 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4130630 The complaint Mr A complains that NewDay Ltd declined his chargeback claim and recorded adverse information on his credit file when the re-debiting of the disputed amount caused his account to go over his credit limit. What happened In November 2022 Mr A bought some headphones ... (2 pages)View decision
