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 2165 results
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Decision Reference DRN-3943620
3 Feb 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3943620 The complaint Miss L complains that NewDay Ltd irresponsibly lent to her on a credit card. What happened In September 2015 Miss L applied for an ‘Aqua’ credit card account with NewDay, and initially an opening credit limit of £250 was approved. Over the next four years the limi... (3 pages)View decision -
Decision Reference DRN-3955414
24 Feb 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3955414 The complaint Mr J complains NewDay Ltd trading as Aqua refused to confirm his APR. He says this caused him to miss out on promotional rates with other credit card providers. 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 DRN0951321
13 Nov 2019 NewDay Ltd UpheldBanking and creditComplaintMs G complains that NewDay Ltd won’t refund three payments made using her credit card, which she says she didn’t make or authorise.BackgroundIn April 2017, Ms G noticed a transaction on her credit card account which she didn’t recognise. Looking over earlier statements, she realis... (2 pages)View decision -
Decision Reference DRN5704786
29 Jul 2016 NewDay Ltd Not upheldBanking and creditMr M complains that NewDay Ltd didn’t process his payments to his credit card account properly and didn’t handle his complaint satisfactorily.backgroundMr M made payments through the faster payments system to his credit card account on 26 December 2015 and 27 February... (2 pages)View decision -
Decision Reference DRN5965077
25 Jan 2019 NewDay Ltd Not upheldBanking and creditMiss M complains about interest rate increases on her credit card account with NewDay Ltd.backgroundMiss M has a credit card account with NewDay which she took out in 2014. On three occasions, NewDay increased the interest rate they apply to balances on that account.M... (2 pages)View decision -
Decision Reference DRN-4605927
7 Feb 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4605927 The complaint Mr C complains that NewDay Ltd trading as Amazon Card closed his account. What happened Mr C had an Amazon branded NewDay credit card. Through the application (app), he received a letter stating that the credit card was closing and that the account would be transf... (5 pages)View decision -
Decision Reference DRN2659934
18 Sep 2017 NewDay Ltd Not upheldBanking and creditMr M feels that Newday Limited (“Newday”) has treated him unfairly in relation to a transaction which it is holding him accountable for.backgroundMr M complains that he has been held accountable for a transaction with an online shop for goods. Mr M accepts there was a... (2 pages)View decision -
Decision Reference DRN4278898
25 Oct 2018 NewDay Ltd UpheldBanking and creditMiss V’s unhappy that NewDay Ltd closed her store card account. She wants it reinstated and compensation.backgroundNewDay said that it’d told Miss V that if she didn’t use her store card it would close her account due to inactivity. This was in line with the account’... (2 pages)View decision -
Decision Reference DRN2989145
27 Jul 2016 NewDay Ltd UpheldBanking and creditMr B complains that NewDay Ltd (trading as Debenhams Storecard) will not refund him on his store card for goods that he paid for but did not receive.backgroundMr B used his store card (a type of credit card, originally taken with a predecessor of NewDay) to buy a bed. ... (2 pages)View decision -
Decision Reference DRN-3280872
1 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3280872 The complaint Mr W complains that NewDay Ltd (trading as Aqua) has refused to refund payments he made to what he believed was a legitimate investments trading company (Elcurrency). These payments were made using Mr W’s NewDay Mastercard credit card. What happened The circumstan... (4 pages)View decision
