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 2068 results
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Decision Reference DRN-5340641
24 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5340641 The complaint Ms S complains that NewDay Ltd was irresponsible in its lending to her. She wants all interest and charges she has paid refunded along with statutory interest. Ms S is represented by a third party but for ease of reference I have referred to Ms S throughout thi... (4 pages)View decision -
Decision Reference DRN-5421092
24 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5421092 The complaint Mr H complains that NewDay Ltd trading as Marbles (‘NewDay’) lent to him irresponsibly when they provided him with a credit card and later credit limit increases (‘CLI’). He said NewDay didn’t check that he could repay the balance sustainably. Mr H brought thi... (6 pages)View decision -
Decision Reference DRN-5222189
24 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5222189 The complaint Mr R complains that NewDay Ltd, trading as Pulse, was irresponsible in lending him a credit card account and in increasing the credit limit. What happened In January 2021 Pulse opened a credit card account for Mr R with a credit limit of £500. It then increased... (3 pages)View decision -
Decision Reference DRN-5369290
21 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5369290 The complaint Mr C complains that NewDay Ltd trading as BIP reported adverse information about his credit card account to credit reference agencies. What happened In 2023, Mr C complained to NewDay that the credit card account wasn’t affordable when it was sold. NewDay uphel... (2 pages)View decision -
Decision Reference DRN-5411314
21 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5411314 The complaint Miss W complains that NewDay Ltd trading as Aqua irresponsibly increased her credit limit. What happened Miss W’s Aqua account had a credit limit of £450, but Aqua increased the credit limit to £1,450 in June 2018. Miss W says that it was irresponsible for Aqua... (2 pages)View decision -
Decision Reference DRN-5349124
20 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5349124 The complaint Mr G complains that NewDay Ltd irresponsibly lent to him. Mr G is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr G himself. What happen... (2 pages)View decision -
Decision Reference DRN-5353547
20 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5353547 The complaint Mrs E complains that NewDay Ltd trading as Aqua have irresponsibly lent to her. What happened Mrs E was approved for an Aqua credit card in October 2020 with a £300 credit limit. The credit limit was increased to £1,050 in July 2022. Mrs E says that Aqua irresp... (3 pages)View decision -
Decision Reference DRN-5031623
19 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5031623 The complaint Mr G holds/held a credit card account with NewDay Ltd trading as Debenhams Mastercard (“NewDay”). Mr G’s complaint is about NewDay’s refusal to reimburse him money he says he lost due to fraud. What happened The circumstances of this complaint are well known to... (4 pages)View decision -
Decision Reference DRN-5272697
19 Mar 2025 NewDay Ltd Not upheldConsumer CreditDRN-5272697 The complaint Ms N complains that NewDay Ltd irresponsibly gave her a loan she couldn’t afford to repay. What happened In April 2019, Ms N was granted a £5,000 loan with NewDay. She was required to pay 18 monthly repayments of £326.64. Ms N also held a NewDay credit card whi... (4 pages)View decision -
Decision Reference DRN-5083365
19 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5083365 The complaint Mr I complains NewDay Ltd, trading as BIP (“NewDay”), lent to him irresponsibly and is unhappy with the information recorded on his credit file. What happened In May 2022, Mr I applied for a credit card with NewDay. He was provided with a limit of £900, and th... (3 pages)View decision
