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-4869782
2 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4869782 The complaint Mr C says NewDay Ltd irresponsibly lent to him. What happened Mr C took out two credit cards from NewDay. The credit limit was increased on both cards a number of times. A summary of his borrowing follows. Marbles card Aqua card date credit limit date credit limit... (3 pages)View decision -
Decision Reference DRN5702245
21 Jun 2019 NewDay Ltd Not upheldBanking and creditMs F complains that NewDay Ltd reduced her credit card limit without giving her advance notice, failed to explain why it had done that and didn’t return cash-back she’d earned when she closed her account as a result of its actions. backgroundMs F had an Aqua credit... (2 pages)View decision -
Decision Reference DRN-3575951
4 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3575951 The complaint Mr L has complained that NewDay Ltd have given him credit limit increases without checking whether they were affordable and have not taken into account his financial difficulties after he told them. What happened Mr L is self-employed. He held two accounts with Ne... (5 pages)View decision -
Decision Reference DRN9536014
11 Jun 2015 NewDay Ltd UpheldBanking and creditMr H complains that NewDay Ltd wrongly applied late payment and interest charges to his store card account. He wants the account to be reworked with these charges removed, and the outstanding balance adjusted accordingly.backgroundMr H opened the store card account in ... (3 pages)View decision -
Decision Reference DRN0760981
23 Jan 2019 NewDay Ltd Not upheldBanking and creditMrs P complains that NewDay Ltd failed to provide her with statements in large font.backgroundMrs P holds an account with NewDay. She says that when she opened the account she asked for statements and letters to be sent to her in large font.Mrs P complained to NewDay ... (2 pages)View decision -
Decision Reference DRN-1910560
6 Aug 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1910560 The complaintMr S complains that NewDay Ltd didn't close his Aqua credit card account when he asked it to. Instead, it sent him notice that it was reducing his credit limit. What happenedMr S had an Aqua credit card, which is issued and administered by NewDay. In August 20... (2 pages)View decision -
Decision Reference DRN7025659
9 Jul 2014 NewDay Ltd UpheldPayment protection insurance (PPI)This complaint concerns the sale of a regular premium payment protection insurance (PPI) policy. Mr U complains that he was mis-sold the insurance by NewDay Ltd (previously trading as Progressive Credit Limited) (‘NewDay’).backgroundMr U purchased the insurance in connection with a cred... (3 pages)View decision -
Decision Reference DRN-3268162
2 Mar 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3268162 The complaint Miss G complains that NewDay Ltd (NewDay) wrongly advised her that a 0% balance transfer would apply to a proposed purchase. She would like either the 0% honoured for three months or interest on her account refunded until the balance is cleared. What happened The ... (1 page)View decision -
Decision Reference DRN-5104098
14 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5104098 The complaint Miss H complains that NewDay Ltd trading as Aqua recorded missed payments on her credit file whilst she was on a payment holiday. What happened Miss H holds a credit card account with NewDay. On 10 January 2024 Miss H contacted NewDay and advised them that she ... (3 pages)View decision -
Decision Reference DRN-3735216
11 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3735216 The complaint Mrs K complains that NewDay Ltd incorrectly added a marker about her at CIFAS, the national fraud database, causing her financial difficulties and distress. What happened Mrs K explains that her accounts with other financial businesses were closed within a short s... (3 pages)View decision