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-3275568
2 Mar 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3275568 The complaint Mr P complains that NewDay Ltd suspended his credit card account and transferred it to a debt collection company, despite having a payment holiday agreed with them. What happened Mr P holds a retail branded credit card account provided by NewDay. Towards the end o... (3 pages)View decision -
Decision Reference DRN-3381949
18 Mar 2022 NewDay Ltd UpheldConsumer CreditDRN-3381949 The complaint In summary, Mr C has complained that NewDay Ltd trading as Aqua Loans, provided him with a loan when he wasn’t able to afford it. What happened In November 2017, NewDay provided Mr C a loan for £2,700 repayable over 24 months. The interest rate on the loan was an ... (5 pages)View decision -
Decision Reference DRN-1563992
7 May 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1563992The complaintMiss H complains that NewDay Ltd ("NewDay") unfairly closed her account and added non- payment markers to her credit file. What happenedMiss H had an account with NewDay. In July 2019, the balance on the account exceeded the agreed limit. As no payments ha... (2 pages)View decision -
Decision Reference DRN-3733785
1 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3733785 The complaint Miss G has complained that NewDay Ltd trading as Aqua irresponsibly lent to her. She says she was provided with credit that she couldn’t afford, and she lost out as a result. What happened Miss G opened a credit card account with NewDay in August 2015. Her credit ... (4 pages)View decision -
Decision Reference DRN4346174
5 Oct 2015 NewDay Ltd Not upheldBanking and creditThis complaint is about the way NewDay Ltd has handled Mr M’s credit card debt.backgroundMr M’s financial circumstances changed in 2009. He found he couldn’t any longer afford the monthly repayments on his NewDay credit card. He’s had a number of payment arrangements ... (2 pages)View decision -
Decision Reference DRN3263193
25 Oct 2018 NewDay Ltd Not upheldBanking and creditMiss R complains about NewDay Ltd, over a direct debit reversal and the customer service she received when concerned about her credit profile. backgroundMiss R has an Aqua card, operated by NewDay Ltd (“NewDay”) which she has held since 2016. She had a direct debit in... (2 pages)View decision -
Decision Reference DRN-3799358
5 Dec 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3799358 The complaint Miss H complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card and increased the credit limit. What happened Miss H applied for a credit card with NewDay in April 2021. NewDay approved the application and gave Miss H a credit... (2 pages)View decision -
Decision Reference DRN-3518798
8 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3518798 The complaint Miss J complains that NewDay Ltd (“NewDay”) irresponsibly granted her three credit accounts that she couldn’t afford to repay. What happened Miss J entered into agreements with NewDay to have access to credit with three separate credit card accounts. The first, an... (3 pages)View decision -
Decision Reference DRN-4237346
18 Jul 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4237346 The complaint Mrs F complains that NewDay Ltd lent to her irresponsibly. What happened In July 2020 Mrs F applied for a Fluid credit card. NewDay approved the application and gave Mrs F a card with an initial credit limit of £900. The credit limit was increased to £1700 in Dece... (2 pages)View decision -
Decision Reference DRN-4299464
23 Oct 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4299464 The complaint Mrs B is unhappy she cannot pay her John Lewis Partnership card with NewDay Ltd (“NewDay”) by cheque. Mrs B is represented in bringing this complaint, but for ease of reading I’ll refer to all submissions as being made by her directly. What happened In October 202... (2 pages)View decision
