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 DRN1137117
22 Jan 2020 NewDay Ltd UpheldBanking and creditMr T is unhappy with the interest he’s been charged on his credit card with NewDay Ltd t/a Aqua. And generally he’s displeased with the customer service he’s received.background An adjudicator has already considered this complaint. Overall she felt she wasn’t able to uphold Mr T’s complain... (2 pages)View decision -
Decision Reference DRN9887934
12 Jan 2016 NewDay Ltd Not upheldBanking and creditMiss H complains about the service she got from NewDay Ltd trading as Aqua (Aqua) after she sent a cheque and letter which were not received.backgroundMiss H told us she’d sent cheques and letters to Aqua in the post on various dates to settle her account with Aqua. ... (2 pages)View decision -
Decision Reference DRN9369629
9 Oct 2017 NewDay Ltd Not upheldBanking and creditMrs W is unhappy with how NewDay Ltd (NDL) has handled a credit to her store card account. background In April 2017 Mrs W returned some purchases, totalling £37.44, bought on a store card. She was later alarmed to receive a statement saying she owed money on the c... (2 pages)View decision -
Decision Reference DRN1530060
24 Apr 2017 NewDay Ltd UpheldBanking and creditMr B complains that NewDay Ltd (trading as “Aqua”) has not treated him fairly in that it has defaulted his account despite not providing the required notice and even though he was meeting his agreed repayments. He would like the bank to remove the default listing ... (2 pages)View decision -
Decision Reference DRN8365798
9 Jan 2019 NewDay Ltd Not upheldBanking and creditMrs C complains about the response of NewDay Ltd (“ND”) to her complaint about the price she was charged for items bought with her credit card.backgroundMrs C says she used her credit card to buy some concert tickets online through a third party business that I’ll c... (2 pages)View decision -
Decision Reference DRN9583844
4 Jun 2014 NewDay Ltd UpheldBanking and creditMr T complains that due to new security checks he is now unable to access his NewDay Ltd (previously Progressive Credit Limited) credit card account on-line. Despite many contacts, the bank is unable to provide him with an alternative. He wants it to enable him to service the ca... (2 pages)View decision -
Decision Reference DRN8483727
12 Jun 2018 NewDay Ltd Not upheldBanking and creditMiss P has complained that NewDay Ltd (trading as Aqua) broke an agreement it made with her regarding a payment plan and passed her credit card account to debt collectors.backgroundMiss P took out a credit card with Aqua in 2015. She got into financial difficulty ... (2 pages)View decision -
Decision Reference DRN3955426
16 Feb 2018 NewDay Ltd Not upheldBanking and creditMrs P is unhappy about the way her card was sold in store by NewDay Ltd in January 2017. backgroundMrs P has said she believed a direct debit had been set up in store to cover the repayments on the card. In February 2017, when Mrs P received her first statement, ... (2 pages)View decision -
Decision Reference DRN9427449
21 Mar 2017 NewDay Ltd UpheldBanking and creditMr S complains that NewDay Ltd (trading as Opus) didn’t follow correct default procedures. And sent him a threatening letter. He’d like a default on his account removed.backgroundMr S says Opus sent him a letter in September 2016 saying it was going to register a def... (2 pages)View decision -
Decision Reference DRN2280064
19 Dec 2018 Financial Insurance Company Limited Not upheldPayment protection insurance (PPI)Mrs S says Financial Insurance Company Limited (FICL) mis-sold her a payment protection insurance (PPI) policy.backgroundThis complaint is about a PPI policy Mrs S took out to cover repayments on a store card. It’s been agreed that FICL, as the insurer, should take r... (2 pages)View decision