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 2101 results
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Decision Reference DRN-4434283
2 Nov 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4434283 The complaint Mrs B complains that NewDay Ltd failed to prevent a payment of £159.09 being taken from her account; and that it has handled things poorly and caused her distress and inconvenience. What happened The background to this complaint is well known to both parties, so I... (3 pages)View decision -
Decision Reference DRN-1672717
20 Apr 2020 NewDay Ltd UpheldBanking and PaymentsDRN-1672717The complaintMr A complains that NewDay Ltd didn’t change the due date for his credit card payments after he’d requested this several times. What happenedIn July 2019, Mr A asked NewDay to change the due date for his credit card payments. He said he’d been out of work and had re... (2 pages)View decision -
Decision Reference DRN-4832499
1 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4832499 The complaint Mr M complained that a payment he made to his NewDay Ltd (“NewDay”) credit card account went missing. What happened Mr M made a payment of £75 to NewDay on 22 March 2023, but the money never reached his NewDay credit card account. Mr M says that he contacted NewDa... (2 pages)View decision -
Decision Reference DRN-5127011
5 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5127011 The complaint Miss B complains that NewDay Ltd was irresponsible to open three credit accounts for her and to later increase the credit limits. Miss B has brought her complaint via a representative but I will refer to her throughout for simplicity. What happened NewDay Ltd... (6 pages)View decision -
Decision Reference DRN-3975704
21 Mar 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3975704 The complaint Mrs B complains that NewDay Ltd irresponsibly gave her two credit card accounts that she couldn’t afford. What happened On 25 August 2019, Mrs B’s Aqua credit card was opened by NewDay Ltd with an initial credit limit of £450. The credit limit was increased to £1,... (4 pages)View decision -
Decision Reference DRN-4838041
10 Jun 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4838041 The complaint Mr M complains that NewDay Ltd acted irresponsibly in lending him two credit cards. What happened Mr M took out a credit card with NewDay under its Aqua brand in June 2021, with a credit limit of £600. In November 2022, Mr M took out a further credit card with New... (4 pages)View decision -
Decision Reference DRN0062294
9 Jul 2015 NewDay Ltd UpheldBanking and creditMs P complains that NewDay Ltd made mistakes in the administration of payments to her loan account causing her upset and inconvenience, and provided poor customer service backgroundIn October 2014 NewDay failed to collect Ms P’s monthly direct debit payment of nearly... (2 pages)View decision -
Decision Reference DRN-3170464
18 Mar 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3170464 The complaint Mr S is unhappy that NewDay Ltd wouldn’t explain to him why a transaction he’d attempted to make on his credit account had been flagged for a security check. What happened Mr S tried to make a transaction on his NewDay account. The attempted transaction was flagge... (2 pages)View decision -
Decision Reference DRN-3403504
18 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3403504 The complaint Mrs H is unhappy that NewDay Ltd, trading as Aqua, provided new and further credit to her which wasn’t affordable for her at that time. What happened Mrs H applied for a NewDay administer credit account in October 2018. Her application was approved, and NewDay iss... (5 pages)View decision -
Decision Reference DRN-1383150
27 May 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1383150 ComplaintMr J complains that NewDay Ltd failed to contact him after it reversed a payment to his account and then did not collect his direct debits. BackgroundMr J had a credit card account with NewDay. On 1 February 2019 an amount was credited to the account in error. As a res... (3 pages)View decision
