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-2040838
22 Jan 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2040838 The complaint Mrs M is unhappy with how NewDay Ltd (trading as Aqua) handled her credit card account when it went into arrears. What happened Mrs M fell into arrears with her Aqua credit card in May 2019. She contacted NewDay at the beginning of May 2019 to explain she’d lost h... (2 pages)View decision -
Decision Reference DRN4019632
16 Jun 2016 NewDay Ltd UpheldPayment protection insurance (PPI)Mr P says that NewDay Limited (NewDay) mis-sold him a regular premium payment protection insurance (PPI) policy.backgroundNewDay sold Mr P the PPI for a credit card in 2000. The PPI included accident, sickness and unemployment cover.Our adjudicator thought Mr P’s comp... (3 pages)View decision -
Decision Reference DRN7181389
7 Feb 2017 NewDay Ltd UpheldBanking and creditMr G’s unhappy that after many years of use NewDay Ltd suddenly closed his credit card account because of where he lives. He says the card was mis-sold to him and he wants all the payments he’s made refunded plus interest.backgroundNewDay said in its final respo... (2 pages)View decision -
Decision Reference DRN-3809817
28 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3809817 The complaint Mrs S complains that NewDay Ltd trading as Aqua, irresponsibly increased the credit limit for a credit card she held with it and that she subsequently found the repayments unaffordable. What happened In August 2006, Mrs S opened a credit card account with NewDay w... (5 pages)View decision -
Decision Reference DRN-2753071
13 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2753071 The complaint Miss M complains that NewDay Ltd irresponsibly allowed her to open two credit card accounts which were unaffordable. What happened Miss M says she opened two NewDay accounts. The first was opened in 2014 and credit limit increases were applied until the account wa... (2 pages)View decision -
Decision Reference DRN-3386857
21 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3386857 The complaint Mr A complains that NewDay Ltd (“NewDay”) has refused to refund payments he made to XMarkets using his NewDay (Debenhams) Mastercard credit card. Mr A says that XMarkets were operating a scam and stole his money. What happened The circumstances of this complaint ... (6 pages)View decision -
Decision Reference DRN1322549
8 May 2015 NewDay Ltd UpheldBanking and creditMs O complains about the NewDay Ltd’s customer service after it became responsible for her store card.backgroundMs O complains that NewDay didn’t tell her that it had taken over the running of her store card. She says it didn’t contact her about the outstanding debt on... (1 page)View decision -
Decision Reference DRN-2570303
6 Apr 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2570303 The complaint Mr O complains that NewDay Ltd unfairly refused the claim he brought under section 75 of the Consumer Credit Act 1974. This was in relation to unfair charges that had allegedly been charged to his credit card. He wants compensation for consequential losses. What h... (2 pages)View decision -
Decision Reference DRN2320461
11 Aug 2015 NewDay Ltd UpheldBanking and creditMrs D complains about expense, stress and inconvenience she suffered when NewDay Ltd didn’t add a payment to her credit card account.our initial conclusionsOur adjudicator felt that fair compensation was £100. NewDay disagreed so the complaint has been passed to me for a final dec... (2 pages)View decision -
Decision Reference DRN0213366
30 May 2017 NewDay Ltd Not upheldBanking and creditMrs S complains that NewDay Ltd send her letters about her store card account payments. She wants them to stop, and to be paid compensation for the upset the letters cause her. backgroundMrs S has a store card account provided by NewDay. She pays her account by dire... (2 pages)View decision