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-3571410
27 Jul 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3571410 The complaint Miss M complains that NewDay Ltd trading as Aqua (‘NewDay’) irresponsibly gave her a credit card account that she couldn’t afford. What happened In November 2017, Miss M applied for a credit card account with NewDay. She was given an initial credit limit of £300. ... (2 pages)View decision -
Decision Reference DRN-2359456
19 Nov 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2359456 The complaint Mrs E complains NewDay Ltd has registered a default on her credit file and this has prevented her from remortgaging. What happened Mrs E had two store cards managed by NewDay. Each card had a separate direct debit set up to make her monthly payments. In 2013, she ... (3 pages)View decision -
Decision Reference DRN-2980181
18 Aug 2021 NewDay Ltd Not upheldConsumer CreditDRN-2980181 The complaint Mr S says that a default was recorded on his credit file later than it should have been. As a result, it will remain on his file for some time after it should have been removed. Mr S says NewDay Ltd is responsible, for reasons which I shall explain. What happened ... (3 pages)View decision -
Decision Reference DRN-2971155
8 Sep 2021 NewDay Ltd Not upheldConsumer CreditDRN-2971155 The complaint Mr S complains that NewDay Ltd made several increases to his credit limit on his Aqua credit card without following the rules of responsible lending. This led to him suffering financial hardship. What happened Mr S opened an Aqua credit card account with NewDay in... (3 pages)View decision -
Decision Reference DRN1335456
6 May 2015 NewDay Ltd Not upheldBanking and creditMr E complains about the handling of his credit card account by NewDay Ltd (trading as Aqua).background Mr E complains NewDay: overcharged interest on his account; applied an excessive minimum payment for no reason; increased his credit limit without his authority; ... (2 pages)View decision -
Decision Reference DRN-3729432
7 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3729432 The complaint Mrs B complains that NewDay Ltd trading as Fluid irresponsibly provided her with, and increased the limit on, a credit card that she couldn’t afford the repayments on. What happened NewDay provided Mrs B with a credit card and increased the limit as follows: Date ... (3 pages)View decision -
Decision Reference DRN-3627618
24 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3627618 The complaint Miss A complains that NewDay Ltd was irresponsible in its lending to her. What happened Miss A was provided with an Aqua branded credit card, which had an initial credit limit of £600, in July 2014. The credit limit on this account was increased on three occasions... (4 pages)View decision -
Decision Reference DRN2925946
14 Jun 2016 NewDay Ltd Not upheldBanking and creditMrs M, represented by Mr C, complained about the processes NewDay Ltd used when a customer’s account was locked out.backgroundIn February 2016, Mrs M couldn’t access her online account. She got a message saying ‘’password error.’’ She rang NewDay and was told her accoun... (2 pages)View decision -
Decision Reference DRN-4171018
6 Jun 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4171018 The complaint Miss M says NewDay Ltd, trading as Aqua, irresponsibly lent to her. What happened Miss M applied for a credit card from NewDay in October 2017. It was approved with a limit of £600. She was given six subsequent credit limit increases, and one decrease, as set out ... (4 pages)View decision -
Decision Reference DRN1184535
1 Feb 2019 NewDay Ltd UpheldPayment protection insurance (PPI)This complaint is about a payment protection insurance (PPI) policy taken out with a credit card in 1998. Mr D says NewDay Ltd mis-sold him the PPI.my findingsI’ve considered all the available evidence and arguments to decide what is fair and reasonable in the circ... (2 pages)View decision
