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 2123 results
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Decision Reference DRN-3651370
31 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3651370 The complaint Mr R complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened In January 2019 Mr R applied for a credit card with Aqua. In his application, Mr R said he was self e... (3 pages)View decision -
Decision Reference DRN2903689
6 Jul 2018 NewDay Ltd UpheldBanking and creditMr G complains that NewDay Ltd rejected his claim under Section 75 Consumer Credit Act 1974 in respect of second hand car. backgroundIn September 2016 Mr G bought a car at a cost of £2,499 from a garage I’ll call C, with finance provided by NewDay. After a few ... (2 pages)View decision -
Decision Reference DRN-3451060
19 May 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3451060 The complaint Ms K complains that NewDay Ltd (trading as Aqua) recorded a default on her credit file and sold her debt to a third party, despite a payment plan being agreed and being told not to worry about letters she received. What happened Ms K held an Aqua credit card accou... (3 pages)View decision -
Decision Reference DRN0877231
14 Sep 2017 NewDay Ltd Not upheldBanking and creditMr F complains that NewDay Ltd rejected his claim under Section 75 Consumer Credit Act 1974 in respect of flights.backgroundMr F booked several connecting flights with a company I’ll call E. He says he encountered a number of problems. He didn’t receive frequent ... (2 pages)View decision -
Decision Reference DRN0173916
23 Jun 2016 NewDay Ltd Not upheldBanking and creditMiss S complains that NewDay Ltd failed to close her credit card account and mark her credit report to show this.backgroundMiss S says that in early 2015 she paid her account in full. She says she was told the account would be closed and this would show on her cre... (2 pages)View decision -
Decision Reference DRN4388987
23 Aug 2016 NewDay Ltd Not upheldBanking and creditMrs S complains that NewDay Ltd has held her liable for a transaction on her account, made abroad on 15 February 2016.Mrs S says she didn’t make or authorise the transaction but NewDay has refused to refund its value to Mrs S’ account.backgroundWhen Mrs S was abroad,... (2 pages)View decision -
Decision Reference DRN-4004916
7 Apr 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4004916 The complaint Miss W complains that NewDay Ltd trading as Aquacard rejected her disputed transaction claim. What happened Miss W used her Aqua credit card to pay for a travel experience. The event was cancelled by the merchant and rescheduled to a later date at a different loca... (2 pages)View decision -
Decision Reference DRN-3474004
29 Jul 2022 NewDay Ltd UpheldConsumer CreditDRN-3474004 The complaint Mr M complains that NewDay Ltd trading as AO Finance allocated payments to his accounts in way that disadvantaged him. 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 in... (2 pages)View decision -
Decision Reference DRN-3046384
24 Sep 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3046384 The complaint Mr P complains that NewDay Ltd trading as Aquacard was irresponsible in its lending to him. What happened Mr P applied for a credit card with NewDay in February 2020. This application was approved for a card with a credit limit of £1,200. In July 2020, his credit ... (3 pages)View decision -
Decision Reference DRN-3034741
28 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3034741 The complaint Mr G complains that NewDay Ltd (“NewDay”) has refused to refund transactions (made using his NewDay (Aqua) Mastercard credit card) to a fraudulent investments trading company (CFD Corporate). What happened The circumstances of this complaint are well known to both... (6 pages)View decision
