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 2124 results
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Decision Reference DRN-4512640
13 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4512640 The complaint Miss G complains that NewDay Ltd (trading as Pulse) was irresponsible to approve her credit card applications. What happened Miss G was approved for two credit cards with Pulse as follows: Card Name Date Amount Argos 6 Dec 2019 £900 Pulse 14 Jan 2020 £600 Miss G s... (3 pages)View decision -
Decision Reference DRN5754262
27 Mar 2019 NewDay Ltd Not upheldBanking and creditMiss G complains that NewDay Ltd (trading as Aquacard) has treated her unfairly because it’s increased the interest rate on her credit card twice and hasn’t treated her sympathetically in her financial difficulties.backgroundThe interest rate on Miss G’s Aquacard credit... (2 pages)View decision -
Decision Reference DRN-3890297
16 Feb 2023 NewDay Ltd UpheldConsumer CreditDRN-3890297 The complaint Mr D complains about a default recorded on his credit file by NewDay Ltd trading as Aqua. What happened Mr D had a credit card with Aqua that fell into arrears. On 29 September 2017 Aqua sent Mr D a Default Notice that said he had until 21 October 2017 to clear t... (2 pages)View decision -
Decision Reference DRN7404930
25 Jan 2018 NewDay Ltd Not upheldBanking and creditMr W complains that NewDay Ltd trading as (Marbles) failed to provide him with assistance when he told them he was suffering from financial difficulties which resulted in a default being registered on his account. backgroundIn October 2016 Mr W opened a credit card acc... (2 pages)View decision -
Decision Reference DRN1989763
26 Oct 2016 NewDay Ltd UpheldBanking and creditMr S has complained NewDay Ltd, trading as Marbles Card, is expecting him to pay £6,633.34. But the secondary cardholder on his credit card, Mrs S, only authorised a transaction of £800.backgroundMrs S got a call from her son on 8 July 2015. He was overseas and ne... (2 pages)View decision -
Decision Reference DRN-2818074
26 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2818074 The complaint Mr T complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved his credit card then increased the credit limit a few months later. What happened In September 2018 Mr T applied for a credit card with Marbles. The application said Mr T lived ... (2 pages)View decision -
Decision Reference DRN-3025008
13 Sep 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3025008 The complaint Ms D complains about the way NewDay Ltd trading as Aqua handled a call. Ms D also complains that Aqua’s app doesn’t provide clear information about her credit card. What happened In May 2021 Ms D called Aqua to check whether a payment had been received. Ms D says... (2 pages)View decision -
Decision Reference DRN0028112
8 Mar 2018 NewDay Ltd UpheldBanking and creditMr L complains about service he provided by NewDay Ltd (trading as Aqua) on his credit card account when he had financial difficulties last year. backgroundAqua rang Mr L last November to discuss arrears on his account and the call handler hung up when he tried to dis... (2 pages)View decision -
Decision Reference DRN-4617811
27 Aug 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4617811 The complaint Mr S complains that NewDay Ltd, trading as Opus, won’t refund him for a package holiday. What happened In May 2023 Mr S used his NewDay Ltd, trading as Opus, (‘Opus’ for short) credit card to pay for a package holiday for his family. Mr S says... (4 pages)View decision -
Decision Reference DRN2746828
31 Jul 2019 NewDay Ltd UpheldBanking and creditMr W complains that NewDay Ltd (trading as Marbles) was irresponsible when it increased the credit limit on his credit card account. backgroundThe background to this complaint, and my initial conclusions, were set out in my provisional decision dated 9 July 2019 – a copy of which is attach... (5 pages)View decision
