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 2395 results
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Decision Reference DRN-4500057
13 Aug 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4500057 The complaint Mr H complains about NewDay Ltd’s handling of his credit card account. What happened Mr H had a House of Fraser (HoF) credit card issued in partnership with NewDay. In August 2022, NewDay wrote to Mr H to explain the partnership was ending and from November 202... (3 pages)View decision -
Decision Reference DRN-4956313
10 Aug 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4956313 The complaint Mr A complains that NewDay Ltd trading as Aqua was irresponsible when it offered him two credit card accounts. Mr A has brought his complaint to us via a representative but I’ll refer to him throughout for simplicity. What happened NewDay opened a credit car... (4 pages)View decision -
Decision Reference DRN-4899564
8 Aug 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4899564 The complaint Mrs H is complaining about NewDay Ltd trading as John Lewis Partnership Card because it changed the process for accessing her account. She wants to go back to using the original process. What happened Mrs H has a credit card account with NewDay. Prior to June 2... (2 pages)View decision -
Decision Reference DRN-4943271
8 Aug 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4943271 The complaint Ms W complains that NewDay Ltd trading as Marbles have irresponsibly lent to her. What happened Ms W was approved for a Marbles credit card in February 2022 with a £450 credit limit. Ms W says Marbles shouldn’t have accepted her application due to the defaults ... (2 pages)View decision -
Decision Reference DRN-4944724
8 Aug 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4944724 The complaint Miss D complains that NewDay Ltd, trading as Aquacard, irresponsibly provided her with a credit card account she couldn’t afford. She’s also unhappy with the four credit limit increases (CLIs) it subsequently applied to the account. What happened In March 2020 ... (3 pages)View decision -
Decision Reference DRN-4917788
7 Aug 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4917788 The complaint Mr K complains about the information NewDay Ltd (‘NewDay’) gave him about his credit card PayDown Plan. He is unhappy with how NewDay have engaged with him during this time. To put things right Mr K is looking for NewDay to increase the offer of compensation ... (5 pages)View decision -
Decision Reference DRN-4909585
6 Aug 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4909585 The complaint Miss S complains that NewDay Ltd was irresponsible in its lending to her. Miss S is represented by a third party but for ease of reference I have referred to Miss S throughout this decision. What happened Miss S was provided with a credit card account by NewDay... (4 pages)View decision -
Decision Reference DRN-4915756
2 Aug 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4915756 The complaint Mrs S complains that NewDay Ltd failed to treat her fairly when it blocked a transaction she attempted to make on her credit card to allow a fraud check to be completed. What happened Mrs S holds a credit card provided by NewDay. In October 2023 she contacted N... (3 pages)View decision -
Decision Reference DRN-4860977
1 Aug 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4860977 The complaint Mr S complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. He wants all interest and charges applied to his accounts refunded along with compensatory interest and any adverse information removed from his credit file. Mr S is represe... (4 pages)View decision -
Decision Reference DRN-4682516
31 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4682516 The complaint Mr L complains about the way NewDay Ltd, trading as Aqua, managed his credit card account. What happened Mr L held a credit card with NewDay until 2022, when the agreement was terminated. Prior to termination, Mr L had missed several repayments and been sent ... (3 pages)View decision
