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 2161 results
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Decision Reference DRN-3707143
13 Oct 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3707143 The complaint Mr G complains that NewDay Limited, trading as Aqua, won’t refund to him the money that he paid for three purchases and about the customer service that he received. What happened Between July 2021 and February 2022 Mr G had disputed payments for nine purchases for... (3 pages)View decision -
Decision Reference DRN-4155517
26 May 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4155517 The complaint Mr D complains that NewDay Ltd (‘NewDay’) irresponsibly gave him two credit card account facilities that he couldn’t afford. What happened In March 2020, Mr D applied for and was given a credit card account with NewDay with an initial credit limit of £300, under t... (3 pages)View decision -
Decision Reference DRN5050257
11 Aug 2016 NewDay Ltd Not upheldBanking and creditMr A’s son complains that NewDay Ltd sent his father a threatening letter about an outstanding debt. This is the second time it’s happened and it’s affecting his father’s health.backgroundMr A opened a store card account in the mid-1990s. He’s always paid the full bala... (2 pages)View decision -
Decision Reference DRN-4819390
20 Jun 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4819390 The complaint Mrs S is being represented by solicitors. She’s complaining about NewDay Ltd trading as Aqua because she says it lent irresponsibly by providing a credit card she couldn’t afford and then going on to increase the credit limit further. What happened In July 2020, M... (4 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 DRN4567452
13 May 2019 NewDay Ltd Not upheldBanking and creditMr G complains that NewDay Ltd irresponsibly increased the credit limit on his credit card in 2016 when he’d already exceeded his existing credit limit and couldn’t pay it back. He wants a refund of interest and charges and his credit file amended. backgroundNewDay sai... (3 pages)View decision -
Decision Reference DRN-2707817
19 May 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2707817 The complaint Mr G complains that NewDay Ltd lent to him irresponsibly through two credit card accounts they gave him. He feels this led to him getting into a spiral of debt and having to go onto a debt management plan. What happened In November 2013 Mr G applied for a credit c... (4 pages)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 DRN6735982
24 Apr 2015 NewDay Ltd UpheldPayment protection insurance (PPI)Mr G complains about the sale of a payment protection insurance (“PPI”) policy by NewDay Ltd (“NewDay”) when he took out a People’s Bank credit card.backgroundMr G applied for a credit card by post in 1996. At the same time he bought a PPI policy which would’ve paid 1... (3 pages)View decision -
Decision Reference DRN-5014059
10 Sep 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5014059 The complaint Ms B is being represented by solicitors. She’s complaining about NewDay Ltd trading as Aqua because she says it lent irresponsibly by providing a credit card she couldn’t afford. What happened In March 2022, Ms B opened a credit card account with NewDay. The in... (3 pages)View decision
