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 2553 results
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Decision Reference DRN-2643024
9 Mar 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2643024 The complaint Ms L complains that NewDay Ltd acted irresponsibly in giving her a credit card without carrying out the proper checks. What happened In June 2018 Ms L applied for a credit card using an online comparison web site. She gave her details including name, address and d... (3 pages)View decision -
Decision Reference DRN-5138773
27 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5138773 The complaint Mr T complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. He wants all interest, fees and charges refunded along with interest. He also wants compensation for the distress and inconvenience he has been caused by how his complaint h... (4 pages)View decision -
Decision Reference DRN-3234743
4 Jan 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3234743 The complaint Mr D complains that NewDay Ltd was irresponsible when it opened a credit card account for him in June 2015, and then increased the credit limit from £600 to £1,500 in September 2015. Mr D said his financial situation was already extremely poor before this. What h... (3 pages)View decision -
Decision Reference DRN7998459
23 Jan 2020 NewDay Ltd UpheldBanking and creditMr P has complained that NewDay Ltd didn’t carry out adequate affordability checks when it gave him a credit card and increased the credit limit a number of times. He’s also unhappy that NewDay refused to freeze and refund interest. background NewDay first gave Mr P the credit card in 2008... (2 pages)View decision -
Decision Reference DRN-3268752
26 Apr 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3268752 The complaint Miss H complains that NewDay Ltd incorrectly recorded missed payments on her credit file after she made the payments due under her repayment plan. What happened Miss H is in a repayment plan after falling into financial difficulties. She says she contacted the com... (2 pages)View decision -
Decision Reference DRN9634644
31 Mar 2020 NewDay Ltd Not upheldBanking and creditMr E complains that NewDay Ltd made an unauthorised payment on his credit card account and won’t refund it.backgroundMr E sells books online through Amazon. He had stock held at an Amazon warehouse, but in early 2018 sales were lower than he was expecting. He therefore asked Amazon to retu... (2 pages)View decision -
Decision Reference DRN-4730674
24 Apr 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4730674 The complaint Mr D says NewDay Ltd irresponsibly lent to him. What happened Between January 2021 and March 2023 Mr D took out four credit cards from NewDay. He complained to the lender in December 2023. It upheld his complaint about the last two cards (cards 3 and 4) that it ga... (3 pages)View decision -
Decision Reference DRN-3501907
21 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3501907 The complaint Mr C has complained that NewDay Ltd irresponsibly lent to him. He says he was provided with credit that he couldn’t afford and he lost out as a result. What happened Mr C opened a credit card account with NewDay in March 2019. His credit limit was initially £250. ... (4 pages)View decision -
Decision Reference DRN-2809034
10 May 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2809034 The complaint Mr H complains that NewDay Ltd refused to transfer his credit card balance to his loan account. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute so instead I’ll focus on giv... (2 pages)View decision -
Decision Reference DRN8031684
18 Apr 2016 NewDay Cards Ltd Not upheldBanking and creditMr B complains, through his representative, that NewDay Cards Ltd won’t remove a default on his credit record.backgroundIn May 2004 Mr B opened an account with a third party organisation which then became NewDay Cards Ltd. It sent statements to Mr B every month an... (2 pages)View decision