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 2527 results
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Decision Reference DRN-3763698
28 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3763698 The complaint Ms B complains NewDay Ltd trading as Debenhams didn’t deal fairly with a dispute she raised over a payment she made on her card for a COVID-19 testing service. What happened Ms B used her NewDay credit card in November 2020 to pay £157.99 for two COVID tests from ... (5 pages)View decision -
Decision Reference DRN-3828709
28 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3828709 The complaint Mr M says NewDay Ltd irresponsibly lent to him. He has requested that the interest and late payment charges he paid be refunded. What happened This complaint is about credit provided by NewDay Ltd across four credit card accounts. The first credit card (‘Marbles’)... (5 pages)View decision -
Decision Reference DRN-3746742
24 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3746742 The complaint Miss S complains NewDay Ltd trading as Aqua didn’t update her address when she requested it and that it handled her complaint poorly. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus on ... (2 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 -
Decision Reference DRN-3795463
23 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3795463 The complaint Miss S complains that NewDay Ltd trading as Marbles (‘NewDay’) irresponsibly gave her a credit card account and a credit limit increase that she couldn’t afford. What happened In February 2017, Miss S applied for a credit card account with NewDay. She was given an... (2 pages)View decision -
Decision Reference DRN-3770480
23 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3770480 The complaint Miss D complains NewDay Ltd misinformed her about the impact of her payment arrangement, its effect on her credit file and generally provided poor service and support. What happened Miss D holds a credit card account with NewDay. In or around December 2021, she co... (3 pages)View decision -
Decision Reference DRN-3819107
22 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3819107 The complaint Mr J complains that NewDay Ltd (“NewDay”) irresponsibly granted him two credit card accounts he couldn’t afford to repay. What happened In March 2017 Mr J entered into an agreement with NewDay to have access to credit by way of a Marbles credit card account. He wa... (3 pages)View decision -
Decision Reference DRN-3761376
22 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3761376 The complaint Mr B complains that NewDay Ltd was irresponsible in its lending to him. What happened NewDay provided Mr B with an Aqua branded credit card in April 2016. The initial credit limit was £300. NewDay increased the credit limit on five occasions until it was set at £3... (3 pages)View decision -
Decision Reference DRN-3818453
21 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3818453 The complaint Miss G complains that NewDay Ltd irresponsibly allowed her to open a credit card account which was unaffordable. What happened Miss G says the NewDay credit card account was opened in 2017 and at the time she was in financial difficulties and debt. She says she co... (2 pages)View decision -
Decision Reference DRN-3807433
21 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3807433 The complaint Mrs D says NewDay Ltd, trading as Aqua, irresponsibly lent to her. What happened Mrs D applied for a card in July 2018. She was approved and given a £300 limit. Her credit limit was never increased. Mrs D says NewDay should never have given her this unaffordable c... (2 pages)View decision