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 2113 results
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Decision Reference DRN-3387662
19 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3387662 The complaint Mr B has complained NewDay Ltd gave him a credit card with subsequent credit limit increases without properly assessing his ability to repay. What happened Mr B applied for a credit card with NewDay in February 2018. NewDay carried out credit checks. As Mr B passe... (3 pages)View decision -
Decision Reference DRN-3383126
22 Jul 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3383126 The complaint Ms H complains that NewDay Ltd didn’t provide a refund when goods that she paid for using her NewDay credit card went missing after delivery. What happened In September 2021 Ms H made an online purchase via a third party that cost about £34. A courier left the goo... (2 pages)View decision -
Decision Reference DRN-4630507
21 Feb 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4630507 The complaint Mr T complains that NewDay Ltd failed to collect his direct debits in line with his instructions which led to missed payments and adverse entries on his credit file. He’s also unhappy with the time taken to resolve the issue. What happened I issued my provisional ... (3 pages)View decision -
Decision Reference DRN-3598788
9 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3598788 The complaint Mr T complains that NewDay Ltd trading as Aqua lent to him irresponsibly. What happened Mr T says that NewDay lent to him irresponsibly when it increased the credit limit on the Asda and Aqua credit cards he held. The Asda credit card account was opened in March 2... (3 pages)View decision -
Decision Reference DRN6754347
8 Mar 2019 NewDay Ltd Not upheldBanking and creditMr S is unhappy that NewDay Ltd has started charging interest on his store card account after it agreed to freeze it indefinitely until his debt was paid off. backgroundMr S says NewDay agreed to block his account and indefinitely freeze interest payable on it. But ... (3 pages)View decision -
Decision Reference DRN-3520668
9 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3520668 The complaint Mr B is unhappy that NewDay Ltd, trading as Aqua, provided him with credit which he feels was unaffordable for him at those times. What happened In April 2017, Mr B applied for a NewDay administered credit account. His application was approved, and NewDay issued M... (4 pages)View decision -
Decision Reference DRN-4919242
22 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4919242 The complaint Mr M complains that NewDay Ltd refused his request to increase his credit limit and hasn’t given him a reason why. What happened Mr M has explained that he had a credit card and the provider changed financial partner and he was invited to apply for a new card w... (3 pages)View decision -
Decision Reference DRN-3634390
30 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3634390 The complaint Mr P complains that NewDay Ltd (“NewDay”), trading as Fluid, irresponsibly granted him a Fluid credit card account that he couldn’t afford to repay. What happened Mr P entered into an agreement with NewDay to have access to credit with an account that was opened f... (3 pages)View decision -
Decision Reference DRN-3280872
1 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3280872 The complaint Mr W complains that NewDay Ltd (trading as Aqua) has refused to refund payments he made to what he believed was a legitimate investments trading company (Elcurrency). These payments were made using Mr W’s NewDay Mastercard credit card. What happened The circumstan... (4 pages)View decision -
Decision Reference DRN-3956792
16 Feb 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3956792 The complaint Mr G, who complains that NewDay Ltd (“NewDay”), trading as Aquacard, irresponsibly granted him a credit card account he couldn’t afford to repay. What happened Mr G entered into an agreement with NewDay to have access to credit by way of a credit card account. The... (2 pages)View decision
