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 2568 results
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Decision Reference DRN-4069709
19 Apr 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4069709 The complaint Mr M is unhappy as he feels NewDay Ltd provided credit to him which he couldn’t afford and that this should have been evident to NewDay, had they undertaken checks into his financial position before providing that credit. What happened In January 2020, Mr M applie... (5 pages)View decision -
Decision Reference DRN7578127
25 May 2016 NewDay Ltd UpheldBanking and creditMs B complains that NewDay Ltd didn’t charge back a payment she made for goods that she didn’t receive.backgroundIn March 2015 Ms B used PayPal to pay for a piece of furniture, using her Debenhams credit card. She says the item was due to be delivered within 12 weeks... (2 pages)View decision -
Decision Reference DRN-5119069
20 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5119069 The complaint Mr A complains that NewDay Ltd trading as Aqua lent to him irresponsibly. What happened In December 2017 Mr A applied for a credit card with NewDay. NewDay approved the application and gave Mr A a credit card with an initial credit limit of £900. The credit lim... (3 pages)View decision -
Decision Reference DRN2605265
11 Oct 2017 NewDay Ltd UpheldBanking and creditMr P complains that NewDay Ltd didn’t credit a payment he made to his Debenhams store card account in time and that their handling of his subsequent complaint was poor.background In March 2017 Mr P made a payment at his bank to clear the balance on his Debenhams sto... (2 pages)View decision -
Decision Reference DRN-2636642
16 Mar 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2636642 The complaint Mr C is unhappy that NewDay Ltd, trading as Debenhams Mastercard, made excessive telephone calls to him in relation to outstanding balances that he had with them. What happened Mr C has five accounts with NewDay linked to five different retailers. Mr C previously ... (4 pages)View decision -
Decision Reference DRN-2839936
28 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2839936 The complaint Ms B complains that NewDay Ltd, trading as Aqua, failed to correct her credit file after it upheld a complaint she brought against it for irresponsible lending. What happened The details of this complaint are well known to both parties, so I won’t repeat them agai... (2 pages)View decision -
Decision Reference DRN2211762
16 Jun 2016 NewDay Ltd Not upheldBanking and creditMr E has complained NewDay Ltd (‘NewDay’) won’t remove its account details from his credit file.backgroundNewDay chased Mr E for the repayment of a debt under a credit card account. He said the account wasn’t his and an unknown third party had fraudulently opened th... (2 pages)View decision -
Decision Reference DRN-5385530
25 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5385530 The complaint This complaint has been brought by Mr M, representing the estate of the late Miss P. Because Miss P’s estate is valued at under £5,000, no Grant of Probate or Letters of Administration are required, and I am satisfied Mr M is able to bring the complaint as the ... (2 pages)View decision -
Decision Reference DRN-3187508
14 Jan 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3187508 The complaint Mr H is unhappy with the fees and charges that NewDay Ltd, trading as Aquacard, have applied to his account, as well as with the service that he’d received from NewDay when attempting to discuss his account with them. What happened Mr H went over the agreed credit... (2 pages)View decision -
Decision Reference DRN-2914955
28 Jul 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2914955 The complaint Miss J is unhappy that NewDay Ltd approved her for a credit account that was unaffordable for her at that time. Miss J is also unhappy that NewDay Ltd subsequently increased the credit limit on the account, which she feels was also unaffordable for her at that tim... (3 pages)View decision