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 2527 results
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Decision Reference DRN-4652735
21 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4652735 The complaint Mr C complains that NewDay Ltd recorded an incorrect default date on his credit file. What happened Mr C held an Aqua credit card account with NewDay. In September 2017 he went into debt management plan. Mr C later discovered that NewDay recorded that the account ... (3 pages)View decision -
Decision Reference DRN-4780001
20 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4780001 The complaint Mr C complains that NewDay Ltd (“NewDay”), trading as Marbles, have reported inaccurate information to his credit file. What happened I issued my provisional decision on this complaint last month. An extract from that provisional decision is set out below. I don’t... (2 pages)View decision -
Decision Reference DRN-4803519
17 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4803519 The complaint Mrs K has complained that NewDay Ltd, trading as Aqua (“NewDay”), irresponsibly granted her a credit card account, which she couldn’t afford to repay. What happened Mrs K took out a credit card with NewDay in July 2019, with a credit limit of £1,200. Mrs K said sh... (3 pages)View decision -
Decision Reference DRN-4800418
17 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4800418 The complaint Mr V complains that NewDay Ltd trading as Aqua had an error with their payments system. What happened Mr V says that on 21 October 2023, he tried making a payment towards his credit card via the Aqua application (app), choosing the option to pay via open banking. ... (3 pages)View decision -
Decision Reference DRN-4800427
15 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4800427 The complaint Miss W complains that NewDay Ltd trading as Fluid Credit Card (“NewDay”) irresponsibly lent to her. She says it gave her a credit card and credit limit increases that weren’t affordable. What happened Miss W’s application for credit was approved in August 2021 and... (4 pages)View decision -
Decision Reference DRN-4799021
15 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4799021 The complaint Mr R, through a representative, says NewDay Ltd, trading as Aqua, irresponsibly lent to him. What happened Mr R took out a credit card from NewDay in May 2015. He was given a credit limit of £250. This was then increased to £650 in August 2015 and to £1,250 in Apr... (3 pages)View decision -
Decision Reference DRN-4797270
14 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4797270 The complaint Mr D complains about how NewDay Ltd trading as Aqua did not refund him for a transaction. What happened The parties are familiar with the background of this complaint – so I won’t be covering this in detail here. It reflects my informal remit. In summary, in Novem... (5 pages)View decision -
Decision Reference DRN-4776409
14 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4776409 The complaint Mrs M complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit on several occasions. Mrs M also complains that after she raised the irresponsible lending complaint NewDay closed ... (3 pages)View decision -
Decision Reference DRN-4763029
13 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4763029 The complaint Mr H complains that a finance provider (“T”) who subsequently sold his acocunt to NewDay Ltd (“ND”) failed to record his change of address in June 2013, resulting in statements being sent to his old address for over 10 years. Mr H says that he thought he’d paid t... (3 pages)View decision -
Decision Reference DRN-4515032
10 May 2024 NewDay Ltd UpheldConsumer CreditDRN-4515032 The complaint Mr M complains that NewDay Ltd made it impossible for him to carry out a balance transfer. What happened Mr M had a store card account with a third party, who ceased trading. His account was sold to NewDay in 2021. NewDay closed his account, which meant that he co... (3 pages)View decision