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 2089 results
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Decision Reference DRN-4707701
28 Mar 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4707701 The complaint Miss L complains NewDay Ltd provided unclear information relating to what payments should be made towards her credit card. Miss L is also unhappy with how NewDay have been reporting her credit card to the credit reference agencies (CRAs). What happened I issued my... (7 pages)View decision -
Decision Reference DRN-4686659
28 Mar 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4686659 The complaint Mrs G complains that NewDay Ltd trading as Pulse (“Pulse”) held her liable for two failed cash withdrawals. What happened Mrs G used her Pulse credit card in an Automated Teller Machine (ATM) and attempted to withdraw £250. Mrs G explained that she saw an error m... (5 pages)View decision -
Decision Reference DRN-4630311
27 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4630311 The complaint Mr T complains about the way in which NewDay Ltd communicate credit limit decreases. He feels that their communication is misleading and deceptive. Mr T isn’t disputing the credit limit decreases themselves but feels that the wording of NewDay’s letters implies th... (2 pages)View decision -
Decision Reference DRN-4518520
27 Mar 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4518520 The complaint Mr G complains NewDay Ltd trading as Aqua have unfairly defaulted his credit card account. What happened In November 2020 Mr G contacted NewDay to explain he was having financial difficulties. He says he was told he could make no payments for the next five months ... (3 pages)View decision -
Decision Reference DRN-4709187
26 Mar 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4709187 The complaint Ms W complains that NewDay Ltd (NewDay) lent to her irresponsibly. What happened Ms W applied for two credit cards from NewDay - a Marbles card and an Aqua card. These were agreed, and the limits increased as shown: Marbles: Date Limit March 2020 £1,200 (new card)... (6 pages)View decision -
Decision Reference DRN-4683033
26 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4683033 The complaint Ms R complains that NewDay Ltd was irresponsible in its lending to her. What happened Ms R was provided with two credit cards by NewDay. A Marbles credit card in March 2021 with an initial credit limit of £900 and a Fluid credit card in May 2022 with an initial cr... (3 pages)View decision -
Decision Reference DRN-4705284
26 Mar 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4705284 The complaint Mrs S complains that NewDay Ltd trading as John Lewis Partnership (NewDay) is asking for identification documents she doesn’t have in order to apply for a credit card. What happened Mrs S has held and used a John Lewis Partnership (JLP) branded credit card for a n... (3 pages)View decision -
Decision Reference DRN-4673408
20 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4673408 The complaint Mrs B complains about issues she’s experienced with her John Lewis credit card which is administered by NewDay Ltd. What happened Mrs B held a John Lewis credit card account. She’s unhappy because she returned from a cruise to find that she’d received several lett... (3 pages)View decision -
Decision Reference DRN-4696438
20 Mar 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4696438 The complaint Mr F says NewDay Ltd has unfairly retained the credit balance held on his credit card rather than return it to him promptly as requested. What happened Mr F wanted to transfer the credit balance from his previous credit card provider (‘the previous provider’) to h... (2 pages)View decision -
Decision Reference DRN-4582568
19 Mar 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4582568 The complaint Mr A complains about how long NewDay Ltd, trading as Opus, took to unblock his credit card account after he made an overpayment. What happened On 5 September 2023, Mr A made a £6,507.50 balance transfer payment from a credit card with another bank to his NewDay cr... (2 pages)View decision
