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 2113 results
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Decision Reference DRN-5190678
16 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5190678 Complaint Miss L has complained about a credit card and subsequent limit increases which NewDay Ltd (trading as “Aqua”) provided to her. She says the credit card was unaffordable and shouldn’t have been provided. Background Aqua provided Miss L with a credit card which had ... (4 pages)View decision -
Decision Reference DRN-2318689
5 Nov 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2318689 The complaint Mr G complains NewDay Ltd (trading as Aqua) shouldn’t have increased the credit limit on his credit card account when it did. What happened Mr G opened a credit card account with Aqua in October 2015. The original credit limit was £900. This was agreed based on th... (4 pages)View decision -
Decision Reference DRN2961843
28 May 2014 NewDay Ltd Not upheldBanking and creditMr L complains that NewDay Limited, trading as Opus, has not provided the detailed calculations of the amounts that he has been charged that he has requested and that it has removed the special monthly rate of interest that applied to a cheque payment. backgroundMr L has a credit card... (2 pages)View decision -
Decision Reference DRN-3182518
21 Dec 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3182518 The complaint Miss A complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved a credit card with a £250 limit. What happened Miss A applied for an Aqua credit card in July 2015. Miss A told Aqua she was employed with an income of £34,000 and lived with fam... (2 pages)View decision -
Decision Reference DRN7410460
10 Aug 2015 NewDay Ltd Not upheldBanking and creditMr C complains that NewDay Ltd (trading as Aqua) shouldn’t have charged him late payment fees and interest on his credit card. Also he hasn’t had a gift voucher he thinks he should’ve had. He’d like the gift voucher, and the fees and interest refunded.our initial conclusionsOur ... (2 pages)View decision -
Decision Reference DRN-1863457
28 Jul 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1863457 The complaintMiss K complains that NewDay Ltd trading as Aqua hasn't offered her any help whilst in financial difficulties. What happenedMiss K says she is in financial difficulties and asked Aqua on a number of occasions for help. She says she has tried to contact Aqua to... (2 pages)View decision -
Decision Reference DRN-3874139
12 Jan 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3874139 The complaint Ms L complains that NewDay Ltd trading as Aqua treated her unfairly when her credit card was in arrears. What happened Ms L has told us she contacted Aqua in November 2021 after losing her job. Ms L has explained she was told Aqua would call her back but no contac... (2 pages)View decision -
Decision Reference DRN6681505
26 Nov 2015 NewDay Ltd Not upheldBanking and creditMs S complains that NewDay Limited (“NDL”) will not give her a refund for three items which she said were missing from an order.backgroundMs S has a store card account with NDL for transactions made with a retailer (“R”). She ordered some items to be delivered in m... (2 pages)View decision -
Decision Reference DRN-3011570
15 Sep 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3011570 The complaint Mrs F complains that NewDay Ltd trading as Debenhams unfairly registered a default on her credit file. What happened Mrs F says she left the United Kingdom (UK) in or around July 2018 and repaid her Debenhams credit card account. She says on her return to the UK s... (2 pages)View decision -
Decision Reference DRN-4943271
8 Aug 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4943271 The complaint Ms W complains that NewDay Ltd trading as Marbles have irresponsibly lent to her. What happened Ms W was approved for a Marbles credit card in February 2022 with a £450 credit limit. Ms W says Marbles shouldn’t have accepted her application due to the defaults ... (2 pages)View decision
