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-4170718
9 Jun 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4170718 The complaint Mr P complains about a payment into his account with NewDay Ltd trading as Marbles (‘Marbles’). What happened Mr P had a Marbles card. On 15 August 2022, he arranged to pay £31 into the account from a business account. Marbles didn’t count this as a payment and c... (3 pages)View decision -
Decision Reference DRN-5117172
31 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5117172 The complaint Mr S complains NewDay Ltd trading as Aqua irresponsibly lent to him. Mr S is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr S himself. What happe... (3 pages)View decision -
Decision Reference DRN9025563
19 Nov 2019 NewDay Ltd UpheldBanking and creditMr S has complained NewDay Limited, trading as Aqua, is asking him to pay for cash machine transactions he didn’t make.backgroundMr S held an Aqua account with NewDay. In October 2016 he paid off his existing balance. Aqua sent him a new card in December 2016 but this wasn’t activated. Mr ... (3 pages)View decision -
Decision Reference DRN0282590
1 Jul 2019 Capital One (Europe) plc Not upheldBanking and creditMrs C complains about the service she received from the Capital One (Europe) plc (Capital One) when she closed her credit card account with them in March 2019.backgroundMrs C had two credit cards at the relevant time; one with Capital One and the other with NewDay. She was wanting to do a ... (2 pages)View decision -
Decision Reference DRN7440614
8 Jul 2015 NewDay Ltd UpheldBanking and creditMrs T complains, in summary, that NewDay Limited, (“NDL”), has provided her with poor customer service.backgroundMrs T had a store card account with NDL to use at a store, Q. Mrs T received a statement from NDL showing that the balance due on her account was £88.20. ... (2 pages)View decision -
Decision Reference DRN6830257
27 Aug 2019 NewDay Ltd UpheldBanking and creditMr B complains that NewDay Ltd (trading as Aqua) reduced the credit limit on his credit card and told him he had asked for the reduction.backgroundMr B says he received a text message from Aqua in January 2019 telling him the credit limit on his credit card was being reduced. He says he ca... (2 pages)View decision -
Decision Reference DRN0452995
16 Oct 2015 NewDay Cards Ltd UpheldBanking and creditMrs T complains that NewDay Cards Ltd trading as Laura Ashley Mastercard (“Laura Ashley”) transferred a balance of £950 twice to her previous credit card company. As a result, she’s incurred costs and has suffered distress and inconvenience.backgroundMrs T transferred a ... (2 pages)View decision -
Decision Reference DRN5469319
23 Jul 2019 NewDay Ltd UpheldBanking and creditMiss M complains that NewDay Ltd (“ND”) trading as Aqua engaged in irresponsible lending to her.backgroundMiss M says in June 2014 she received her credit card from ND with a credit limit of £250. And she says the credit limit was increased to £550 in November 2014, £1,250 in May 2015, £2,... (5 pages)View decision -
Decision Reference DRN8922837
15 Jul 2019 NewDay Ltd Not upheldBanking and creditMr T complains that after he agreed a payment plan with it NewDay Ltd, trading as Aqua,still closed his credit card account, issued a default and sent him letters asking it to get in touch.background In December 2017 Mr T fell into arrears with the payments on his Aqua credit card. In Mid-... (3 pages)View decision -
Decision Reference DRN0140630
2 Dec 2019 NewDay Ltd Not upheldBanking and creditMr B has complained NewDay Limited, trading as Aqua, won’t refund £189.99 he paid to a company for IT services on his Aqua credit card.backgroundIn June 2017 Mr B received a cold call from an IT company. They told him his computer was infected by viruses but they could sort this out for hi... (2 pages)View decision