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 DRN5560621
16 Mar 2018 NewDay Ltd Not upheldBanking and creditMrs B and Ms B are unhappy NewDay Ltd weren’t able to help with a dispute over a damaged hire car.backgroundMrs B had a joint account with her daughter Ms B. The problems related to a vehicle hired in May 2017. When it was returned 12 days later some damage was noted. ... (2 pages)View decision -
Decision Reference DRN8601568
3 Mar 2018 NewDay Ltd UpheldBanking and creditMr B complains about the service he received from NewDay Ltd. He wants the charges refunded and adverse findings removed from his credit file.backgroundMr B complains about the interest charged on his account with NewDay.Mr B made purchases in April and May 2017. He s... (2 pages)View decision -
Decision Reference DRN8919496
13 Aug 2014 NewDay Ltd Not upheldBanking and creditMr K complains about the actions of NewDay Ltd (formerly Progressive Credit Ltd, trading as Opus) in relation to his credit card account.backgroundIn 2003, Mr K opened an Associates credit card account. In 2005 the account was under the ownership of CitiFinancial Europe plc, with a credit... (2 pages)View decision -
Decision Reference DRN7081802
30 Oct 2014 NewDay Ltd Not upheldBanking and creditMr M complains that NewDay Ltd declined his claim under section 75 of the Consumer Credit Act 1974.backgroundMr M has a credit card issued by NewDay Ltd.Mr M bought a timeshare which he subsequently had reason to complain about. Mr M asked a third party to help him recover the monies... (1 page)View decision -
Decision Reference DRN5659942
9 Jun 2015 NewDay Ltd Not upheldPayment protection insurance (PPI)Mr S complains that NewDay Ltd (“NewDay”) mis-sold him a payment protection insurance (“PPI”) policy alongside a credit card in 2001.He has told us that he did not know it had been added to his account and that he did not need it. He also thinks that it was not suita... (3 pages)View decision -
Decision Reference DRN2587986
3 Dec 2019 NewDay Ltd Not upheldBanking and creditComplaintMs D has complained that NewDay Ltd won’t refund transactions from her account, which she says she didn’t make.BackgroundMs D has an Aqua credit card with NewDay.On 24 April 2017, Ms D raised a complaint with NewDay about five unauthorised transactions from her account. They are s... (3 pages)View decision -
Decision Reference DRN-4522763
29 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4522763 The complaint Mr C complains that NewDay Ltd (NewDay) rejected his most recent credit card application, without explaining why. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reason... (2 pages)View decision -
Decision Reference DRN7524261
12 Jul 2017 NewDay Ltd Not upheldBanking and creditMr H complains that NewDay Ltd was irresponsible when it gave him a credit card. He’s been paying the balance back through a debt management company and thinks it should’ve been paid by now.backgroundMr H took out an Aqua credit card with NewDay in 2009. He thought it... (2 pages)View decision -
Decision Reference DRN-2138591
4 Jan 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2138591 The complaint Mr C complains that a hotel room he paid for using his Amazon credit card, issued By NewDay Ltd, wasn’t as described. What happened In February 2019 Mr C booked a hotel room through a booking website. Before making the booking, he contacted the hotel to explain th... (2 pages)View decision -
Decision Reference DRN-3626947
9 Sep 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3626947 The complaint Mr P complains that NewDay Ltd trading as Aqua rejected his chargeback request. What happened In April 2021 Mr P booked a cottage holiday from a supplier and paid using his Aqua card. The holiday was due to begin on 7 May 2021. After completing the booking, Mr P r... (3 pages)View decision