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-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 -
Decision Reference DRN-4914885
22 Aug 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4914885 The complaint Miss J complains that NewDay Ltd trading as Aquacard irresponsibly lent to her. Miss J is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss J her... (5 pages)View decision -
Decision Reference DRN4084141
2 Aug 2017 NewDay Ltd Not upheldBanking and creditMs B complains about her store card account with NewDay Ltd who trade as Debenhams. She thought she had paid it off entirely but had not, and incurred charges due to missed payments. backgroundMs B has a Debenhams store card which she pays off every month. In Jun... (2 pages)View decision -
Decision Reference DRN-4418756
16 Nov 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4418756 The complaint Mr S complains that NewDay Ltd rejected his claim for compensation under section 75 of the Consumer Credit Act 1974 in relation to a car he says was mis-sold to him. What happened In January 2022 Mr S bought a used car, which had been registered in 2018 and had ha... (2 pages)View decision -
Decision Reference DRN-5256301
27 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5256301 The complaint Mr F complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr F applied for a credit card with Aqua in January 2018. In his application, Mr F said he was em... (3 pages)View decision -
Decision Reference DRN2579585
31 Mar 2020 NewDay Ltd Not upheldBanking and creditComplaintMr A complains that NewDay Ltd rejected his claim under Section 75 Consumer Credit Act 1975 in respect if faulty doors.BackgroundMr A ordered seven doors by phone. They were delivered on 19 June and in early July a carpenter fitted three of these while Mr A was out. On his return ... (3 pages)View decision -
Decision Reference DRN7179427
5 Sep 2014 NewDay Ltd Not upheldBanking and creditMr R complains about charges and interest applied to his credit card account with NewDay Ltd (trading as Aqua).backgroundMr R disputes fees which have been applied to his account since September 2013 and the interest payable on those fees. Aqua has been unable to provide an explana... (2 pages)View decision -
Decision Reference DRN4449850
3 May 2017 NewDay Ltd Not upheldBanking and creditMr P complains that NewDay Ltd will not refund two payments he says he did not make with his credit card.backgroundThe two payments were made at an airport overseas and in total came to over £2,600. Mr P said he always had his card with him, had not disclosed the... (1 page)View decision -
Decision Reference DRN-4928972
25 Jul 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4928972 The complaint Miss L complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and went on to increase the credit limit. What happened The background to this complaint and my initial conclusions were set out in my provisional d... (4 pages)View decision
