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 2113 results
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Decision Reference DRN-5305516
4 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5305516 The complaint Miss S complains that NewDay Ltd, trading as Aqua, irresponsibly provided her with credit. Miss S is supported in bringing this complaint by a representative. But for ease, I’ll refer to all submissions and actions as being those of Miss S herself. What happe... (3 pages)View decision -
Decision Reference DRN2925946
14 Jun 2016 NewDay Ltd Not upheldBanking and creditMrs M, represented by Mr C, complained about the processes NewDay Ltd used when a customer’s account was locked out.backgroundIn February 2016, Mrs M couldn’t access her online account. She got a message saying ‘’password error.’’ She rang NewDay and was told her accoun... (2 pages)View decision -
Decision Reference DRN-4171018
6 Jun 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4171018 The complaint Miss M says NewDay Ltd, trading as Aqua, irresponsibly lent to her. What happened Miss M applied for a credit card from NewDay in October 2017. It was approved with a limit of £600. She was given six subsequent credit limit increases, and one decrease, as set out ... (4 pages)View decision -
Decision Reference DRN-3807433
21 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3807433 The complaint Mrs D says NewDay Ltd, trading as Aqua, irresponsibly lent to her. What happened Mrs D applied for a card in July 2018. She was approved and given a £300 limit. Her credit limit was never increased. Mrs D says NewDay should never have given her this unaffordable c... (2 pages)View decision -
Decision Reference DRN2084196
4 Aug 2017 NewDay Ltd Not upheldBanking and creditMr A complained about NewDay Ltd’s (trading as Aqua Card Services) handling of a chargeback on a transaction made with his credit card.backgroundMr A bought an item in September 2016 for £59 from a retailer. He returned the item and bought a more expensive model. Mr... (3 pages)View decision -
Decision Reference DRN-3130495
12 Nov 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3130495 The complaint Mrs W complains that NewDay Limited won’t refund to her the money that she paid for a cruise. Her husband is also involved with her complaint. What happened Mrs W used her NewDay credit card, which is branded as Debenhams, in October 2019 to pay £6,470.48 to a hol... (4 pages)View decision -
Decision Reference DRN3351274
9 Mar 2018 NewDay Ltd Not upheldBanking and creditMr F feels the interest rate on his Opus credit card issued by NewDay Ltd is too high. He wants it reduced to 12%, and for the difference in interest he’s paid for the past few years to be refunded to him. backgroundIn 2008 Mr F opened an Opus credit card provide... (3 pages)View decision -
Decision Reference DRN7039265
6 Jun 2018 NewDay Ltd Not upheldBanking and creditMr D complains his account with NewDay Ltd doesn’t show accurate information.backgroundMr D had a credit card account that was provided by NewDay. But he said it didn’t show the correct available balance when he viewed it online. He checked his previous and pending tr... (2 pages)View decision -
Decision Reference DRN-3701077
31 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3701077 The complaint Mrs E complains about how NewDay Ltd trading as Amazon Card (‘NewDay’) handled a claim she made to it about a transaction on her credit card. What happened In January 2021 Mrs E paid £473.55 (for flights due to take place that June) using her NewDay credit card. M... (3 pages)View decision -
Decision Reference DRN9444383
22 Nov 2017 NewDay Ltd Not upheldBanking and creditMr V complains that NewDay Ltd (trading as Marbles Credit Card) ignored the letter he sent it in September 2016 to explain his personal circumstances had temporarily changed. backgroundMr V’s new circumstances meant he wasn’t able to make any financial payments from... (2 pages)View decision
