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-4610436
11 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4610436 Complaint Mrs G has complained that NewDay Ltd (“NewDay”) irresponsibly provided her with credit card accounts, which it then allowed her to access funds in order to gamble even after a prohibition on using credit cards for gambling was introduced. Background Mrs G had two cred... (6 pages)View decision -
Decision Reference DRN8149850
24 Jan 2020 NewDay Ltd Not upheldBanking and creditComplaintMr W has complained that NewDay Ltd won’t refund cash withdrawals, which he says he didn’t make.BackgroundMr W has an Aqua credit card account with NewDay.On 22 January 2018, he complained to NewDay about three ATM cash withdrawals which he didn’t recognise. The transactions were ... (3 pages)View decision -
Decision Reference DRN-4346687
4 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4346687 The complaint Mr B is unhappy because he was led to believe by NewDay Ltd that his account was in credit by £192. Mr B spent the funds as he believed he had this to spend but later found out that the balance on the account was incorrect as further transactions were debited. Wha... (2 pages)View decision -
Decision Reference DRN1069504
25 Feb 2019 NewDay Ltd UpheldBanking and creditMiss T and her representative complain about a letter NewDay Ltd sent her which they say was misleading.backgroundMiss T wanted to start a section 75 Consumer Credit Act claim with NewDay to obtain a refund for some damaged items bought from a retailer. But NewDay re... (2 pages)View decision -
Decision Reference DRN6424271
22 Apr 2015 NewDay Ltd UpheldBanking and creditMr B complains that NewDay Ltd initially approved him for a credit card and then cancelled the card the next day.backgroundMr B successfully applied for the card online. Two days later he received two letters, one enclosing a PIN number for the card and a further ... (1 page)View decision -
Decision Reference DRN-4236229
20 Sep 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4236229 The complaint Mr B complains about NewDay Ltd’s handling of a claim he had made under section 75 of the Consumer Credit Act 1974 in respect of a mobile phone. What happened In July 2022 Mr B used the credit card he held with NewDay to purchase a new mobile phone that included a... (3 pages)View decision -
Decision Reference DRN4464945
12 Mar 2019 NewDay Ltd UpheldBanking and creditMr W complains that NewDay Ltd won’t honour a chargeback claim he’s made for a failed watch repair. backgroundMr W has a credit card with NewDay. In November 2017 he paid for a service to his watch. But he was disappointed when the watch was returned to him with a faul... (2 pages)View decision -
Decision Reference DRN-4163080
31 May 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4163080 The complaint Mrs J says NewDay Limited has treated her unfairly in relation to a transaction on her credit card which paid for a package holiday. What happened In October 2021 Mrs J used her NewDay credit card to pay for a package holiday for her family which was due to take p... (4 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-5161106
20 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5161106 The complaint Ms M has complained that NewDay Ltd, trading as Aqua (“NewDay”), irresponsibly granted her a credit card account, and subsequently increased the credit limit, which she couldn’t afford to repay. What happened Ms M took out a credit card with NewDay on 13 April... (4 pages)View decision
