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 DRN9283512
30 Jul 2015 NewDay Ltd UpheldPayment protection insurance (PPI)Mr C complains that NewDay Ltd (‘NewDay’) mis-sold him a monthly premium payment protection insurance (‘PPI’) policy. Mr C says he wasn’t made aware that he wouldn’t have been able to claim under the cover because he was self-employed. backgroundIn November 1999 Mr C ... (3 pages)View decision -
Decision Reference DRN-4986237
3 Sep 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4986237 The complaint Miss C complains that NewDay Limited, trading as Aqua, lent to her irresponsibly when it increased the credit limit on her credit card and that the credit was unaffordable for her. What happened Miss C applied to New Day for an Aqua credit card in November 2020... (4 pages)View decision -
Decision Reference DRN8113879
13 Apr 2015 NewDay Ltd Not upheldBanking and creditMr V complains that NewDay Ltd won’t refund fifteen transactions made from his credit card account in October and November 2013 which he says he didn’t carry out or allow somebody else to make.backgroundMr V says he keeps his credit card in his car as he travels ar... (2 pages)View decision -
Decision Reference DRN-3216349
22 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3216349 The complaint Mr D complains about the way NewDay Ltd trading as Aqua handled his chargeback claim. What happened In November 2020 Mr D ordered some items from an online supplier and paid using his NewDay card. One of the items in the order didn’t arrive. So Mr D contacted NewD... (2 pages)View decision -
Decision Reference DRN-2114909
24 Aug 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-2114909 The complaintMiss O complains about the way NewDay Ltd has handled a dispute over a credit card payment for a flight booking. The payment was made using Miss O's Aqua credit card, which is issued and administered by NewDay. What happenedMiss O has explained that she was tr... (2 pages)View decision -
Decision Reference DRN5857122
18 Dec 2018 NewDay Ltd UpheldBanking and creditMr C says that – despite complaining many times – it took NewDay Ltd (NewDay) a year to stop sending him text messages about its services.backgroundMr C kept getting text messages from NewDay promoting services he wasn’t interested in. Over a period of a year he comp... (2 pages)View decision -
Decision Reference DRN-3729432
7 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3729432 The complaint Mrs B complains that NewDay Ltd trading as Fluid irresponsibly provided her with, and increased the limit on, a credit card that she couldn’t afford the repayments on. What happened NewDay provided Mrs B with a credit card and increased the limit as follows: Date ... (3 pages)View decision -
Decision Reference DRN-4171018
6 Jun 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4171018 The complaint Miss M says NewDay Ltd, trading as Aqua, irresponsibly lent to her. What happened Miss M applied for a credit card from NewDay in October 2017. It was approved with a limit of £600. She was given six subsequent credit limit increases, and one decrease, as set out ... (4 pages)View decision -
Decision Reference DRN-3571410
27 Jul 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3571410 The complaint Miss M complains that NewDay Ltd trading as Aqua (‘NewDay’) irresponsibly gave her a credit card account that she couldn’t afford. What happened In November 2017, Miss M applied for a credit card account with NewDay. She was given an initial credit limit of £300. ... (2 pages)View decision -
Decision Reference DRN1504591
11 Feb 2020 NewDay Ltd UpheldBanking and creditMr I has complained NewDay Limited, trading as Aqua, is holding him liable for a credit card and the spending on it. He didn’t apply for this card in 2015.background After being rejected for a loan, Mr I checked his credit record. He noticed a default on his record for a credit card with A... (2 pages)View decision