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 2092 results
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Decision Reference DRN-2519109
19 Jan 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2519109 The complaint Mr S complains NewDay Ltd ( NewDay) trading as Aqua acted irresponsibly when they increased his credit card account limit. What happened Mr S had a credit card account with NewDay and on two occasions, within a period of seven months his credit card account limit ... (3 pages)View decision -
Decision Reference DRN7676319
8 Mar 2019 NewDay Ltd Not upheldBanking and creditMrs R complains about how NewDay Ltd has managed a store branded credit card account which she holds.backgroundMrs R says that she has a store branded credit card. She said she’d been making payments onto the card, but the money wasn’t arriving where it was supposed ... (4 pages)View decision -
Decision Reference DRN-3040886
10 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3040886 The complaint Mr C is unhappy that NewDay Ltd authorised him for a credit account with an initial credit limit of £600, and also that his credit limit was later increased to £1,200. What happened Mr C applied for a credit account with NewDay in March 2017. Mr C’s application wa... (5 pages)View decision -
Decision Reference DRN-2800414
17 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2800414 The complaint Ms K complains that NewDay Ltd lent irresponsibly when it approved two credit cards and increased her credit limit. What happened Ms K applied for a credit card (card 1) with NewDay in October 2016 and was given a £500 credit limit. In Ms K’s application, she told... (3 pages)View decision -
Decision Reference DRN-4324154
5 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4324154 The complaint Mr S is unhappy with how NewDay Ltd (NewDay) handled his chargeback claim following a transaction he disputed. Mr S says NewDay didn’t respond to him and failed to provide any advice after the chargeback process was completed. What happened Mr S had solar panels i... (3 pages)View decision -
Decision Reference DRN6851850
28 Nov 2017 NewDay Ltd UpheldBanking and creditMr O complains about the way NewDay Ltd trading as Aqua (“NewDay”) dealt with his credit card account after he told them he was in financial difficulties.backgroundOn 12 June 2017 Mr O contacted NewDay and told them he was in financial difficulties. After going th... (2 pages)View decision -
Decision Reference DRN-3072468
4 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3072468 The complaint Mr C complains about lending made to him through four separate credit card accounts by NewDay Ltd. What happened Mr C said that NewDay had lent him money through four separate credit card accounts, starting in 2015. He said that none of this lending was affordabl... (7 pages)View decision -
Decision Reference DRN-4282845
8 Aug 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4282845 The complaint Ms L complains that she is unable to use her NewDay Ltd trading as John Lewis Partnership Card account due to verification problems. What happened Ms L says she is unable to register her NewDay account card as she doesn’t have a mobile telephone due to signal prob... (2 pages)View decision -
Decision Reference DRN-3468732
9 May 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3468732 The complaint Mr D is unhappy that NewDay Ltd didn’t set up payment holidays on his accounts when he first requested them and that NewDay then reported missed payments on his account to the credit reference agencies. Mr D is also unhappy that NewDay later defaulted his accounts... (6 pages)View decision -
Decision Reference DRN-4126527
12 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4126527 The complaint Miss S is unhappy as she feels NewDay Ltd provided credit to her irresponsibly. What happened Between December 2018 and December 2021, Miss S successfully applied to NewDay for six differently branded credit accounts. During this time, NewDay also increased the cr... (6 pages)View decision
