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 2101 results
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Decision Reference DRN-3725240
29 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3725240 The complaint Mr H complains NewDay Ltd (NewDay) having agreed he could make an overpayment to his credit card account for a car purchase, then refused the transaction and took over a month to return the funds to his bank account. What happened Mr H says he telephoned NewDay in... (3 pages)View decision -
Decision Reference DRN-5267625
16 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5267625 The complaint Mrs R complains that NewDay Ltd trading as Aquacard (NewDay) was irresponsible to open a credit account for her and to later increase the credit limit. Mrs R has brought her complaint via a representative but I will refer to her throughout for simplicity. Wha... (5 pages)View decision -
Decision Reference DRN2985985
9 Nov 2018 NewDay Ltd UpheldBanking and creditMr T complains that NewDay Ltd failed to find a missing refund he was due, and handled his complaint about this poorly. He wants NewDay to pay him £100 for this.background Mr T was due a refund onto a credit card he held with NewDay. When it didn’t appear on his... (2 pages)View decision -
Decision Reference DRN-3929484
2 Feb 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3929484 The complaint Mrs C complains that NewDay Ltd trading as Aqua (“NewDay”) was irresponsible when it opened a credit card facility for her. What happened NewDay opened a credit card account for Mrs C in January 2020 in with a credit limit of £900. This type of credit was an open-... (3 pages)View decision -
Decision Reference DRN-3329021
3 May 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3329021 The complaint Ms L complains that NewDay Ltd lent irresponsibly when it approved two credit cards and increased the credit limit. What happened In July 2017 Ms L applied for a Marbles branded credit card with NewDay. In the application, Ms L said she was employed and earned £1... (3 pages)View decision -
Decision Reference DRN2911171
10 Sep 2019 NewDay Ltd UpheldBanking and creditMr N complains that NewDay Ltd was irresponsible when it gave him a credit card, and then some months later increased the amount he was able to borrow. He says although he’s paid the debt back, he wants NewDay to remove any mention of the arrangement he had to make to repay the debt.backgr... (3 pages)View decision -
Decision Reference DRN-2842808
31 Aug 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2842808 The complaint Ms I complains that NewDay Ltd trading as Debenhams (“NewDay”) refused to refund several disputed transactions made using her credit card. What happened Ms I was on a shopping trip in the run up to Christmas. She’d made several purchases using her NewDay credit ca... (4 pages)View decision -
Decision Reference DRN-3798687
9 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3798687 The complaint Miss M complains that NewDay Limited, trading as Aqua, irresponsibly lent to her by providing her with two credit cards and by regularly increasing her credit limits. I know that NewDay did not make the initial lending decisions in Miss M’s case. But it is respons... (5 pages)View decision -
Decision Reference DRN2525564
18 Jul 2017 NewDay Cards Ltd Not upheldBanking and creditMrs C complains about the length of time NewDay Cards Ltd has taken to credit a payment to her account. She’s also unhappy with the service it provided in relation to this.background On 21 February, Mrs C went into her bank and instructed it to make a payment towar... (2 pages)View decision -
Decision Reference DRN-3391742
24 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3391742 The complaint Mr I is unhappy that NewDay Ltd, trading as Aqua, provided him with credit which he feels was unaffordable for him and didn’t provide appropriate financial assistance to him when he was experiencing financial difficulty. What happened In January 2017, Mr I applied... (9 pages)View decision
