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 2421 results
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Decision Reference DRN0527029
27 Sep 2019 NewDay Ltd Not upheldBanking and creditMrs P is unhappy with NewDay Ltd increasing the interest rate on her Aqua credit card.backgroundMrs P noticed her interest rate had increased and she felt this was unfair. She also felt the size of the increase was excessive.In response to Mrs P’s complaint NewDay said it gave her advance ... (2 pages)View decision -
Decision Reference DRN3852199
8 May 2017 NewDay Ltd UpheldBanking and creditMrs J complains that NewDay Ltd won't refund the cost of a chair she bought using her credit card.backgroundIn August 2014, Mrs J bought a chair through Amazon for £2,300. When the chair broke in 2016 Mrs J complained to her credit card provider, NewDay, unde... (2 pages)View decision -
Decision Reference DRN2950307
13 Jun 2019 NewDay Ltd Not upheldBanking and creditMrs G complains that NewDay Ltd (“NewDay”), trading as Debenhams, have refused to refund money taken from her account without her approval and that they’ve sold on her contact details to other parties, again without her approval.backgroundMrs G bought a cream using h... (2 pages)View decision -
Decision Reference DRN-4642287
23 Feb 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4642287 The complaint Miss M complains that NewDay Ltd (NewDay) lent to her irresponsibly. What happened I don’t need to go into the background here – as this provisional decision is about how to get the remedies implemented, and not the decision itself. NewDay approved a new credit ca... (5 pages)View decision -
Decision Reference DRN0329061
16 Jan 2020 NewDay Ltd UpheldBanking and creditMr W complains about an Aqua branded credit card provided to him by NewDay Ltd. He thinks it was irresponsible of NewDay to lend to him and that it shouldn’t have done so.backgroundIn 2013 Mr W applied for the credit card online. He says that at the time of applying for the card he had num... (4 pages)View decision -
Decision Reference DRN7212145
11 Mar 2016 NewDay Ltd Not upheldBanking and creditMr M complains that NewDay Limited won’t refund to him the money that he paid for some flights. His complaint is made against NewDay under section 75 of the Consumer Credit Act 1974. backgroundMr M used a credit card provided by NewDay to pay £347.70 for some flights... (2 pages)View decision -
Decision Reference DRN-2767937
12 Oct 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2767937 The complaint Mr P complained that NewDay Ltd trading as Aqua overcharged him fees and interest on his borrowing. He said this forced him into debt and further borrowing. Mr P wanted NewDay to make a refund. What happened Mr P told us that the interest and charges that NewDay a... (3 pages)View decision -
Decision Reference DRN-4055773
29 Mar 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4055773 The complaint Ms E complains NewDay Ltd have not dealt fairly with a claim she made for a refund in relation to tickets to a festival paid for with a NewDay credit card. What happened I issued a provisional decision on Ms E’s complaint on 9 March 2023 in which I set out the bac... (3 pages)View decision -
Decision Reference DRN8193845
27 Feb 2019 NewDay Ltd Not upheldBanking and creditMiss H complains that NewDay Ltd has increased the interest rate on her credit card account. backgroundMiss H told us that NewDay had previously increased the interest rate on her account to 32% in 2017. But she said she only found out that NewDay had increased ... (5 pages)View decision -
Decision Reference DRN-3598401
24 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3598401 The complaint Mr R is unhappy that NewDay Ltd placed a fraud marker against his name. What happened Mr R held a credit card with NewDay. In January 2019 several card payments were attempted to pay off the balance on Mr R’s account. Later, NewDay was informed by a third- party b... (2 pages)View decision
