NewDay Ltd

Financial Ombudsman decision DRN-3214320 Upheld

Upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

Wed Jan 12deadline to accept (not the decision date)

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Charges and fees, Support for vulnerable customers

In the Ombudsman’s words

£36 of charges was applied on the March 2020 statement, including a charge dated for February, shortly after the payment plan was set upCharges and fees

Mr B is unhappy with the standard of service he received from NewDay Ltd, trading as Aqua, following him informing them that he had mental health issues and that he was struggling financiallySupport for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3214320.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.