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
-
Decision Reference DRN-4294431
11 Aug 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4294431 The complaint Mr S complains that NewDay Ltd failed to refund transactions he didn’t recognise. What happened Mr S had a credit card account operated by NewDay and noticed three transactions he didn’t recognise. All three were made to companies overseas and were made on the sam... (4 pages)View decision -
Decision Reference DRN-4238621
8 Aug 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4238621 The complaint Mr B complains that the interest rate NewDay Ltd (trading as Aqua) charges on his credit card is too high. What happened Mr B has held a credit card with NewDay since April 2019. In April 2022 it told him it had decided to increase the interest rate on his account... (2 pages)View decision -
Decision Reference DRN-4282845
8 Aug 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4282845 The complaint Ms L complains that she is unable to use her NewDay Ltd trading as John Lewis Partnership Card account due to verification problems. What happened Ms L says she is unable to register her NewDay account card as she doesn’t have a mobile telephone due to signal prob... (2 pages)View decision -
Decision Reference DRN-4128287
7 Aug 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4128287 The complaint Mr R complains that NewDay Ltd closed his credit card account without his authority. What happened In August 2022 NewDay sent Mr R a letter via his online service advising him that there were some changes to the card he held with them. The letter explained what Mr... (2 pages)View decision -
Decision Reference DRN-4283058
7 Aug 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4283058 The complaint Mrs C complains that NewDay Ltd was irresponsible in its lending to her. What happened Mrs C was provided with a credit card by NewDay in June 2016. The initial credit limit was £250. Mrs C requested a credit limit increase in January 2017 which was provided, incr... (4 pages)View decision -
Decision Reference DRN-4252637
3 Aug 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4252637 The complaint Mr P complains that NewDay Ltd trading as Marbles lent to him irresponsibly. What happened Mr P applied for a credit card with Marbles in March 2021. Marbles gave him a credit card with a credit limit of £450. The credit limit was increased to £1200 in July 2021, ... (2 pages)View decision -
Decision Reference DRN-4218924
2 Aug 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4218924 The complaint Mr B is unhappy with the service he received from NewDay Ltd after it gave him notice that it planned to discontinue the brand of credit card he had. He says NewDay made it difficult for him to opt in for the ‘Pulse’ card before the deadline. What happened Mr B ha... (3 pages)View decision -
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