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-4665679
7 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4665679 The complaint Mr N complains that NewDay Ltd (“NewDay”) failed to uphold his claim under section 75 of the Consumer Credit Act 1974 (“CCA”) in relation to payments he made using his credit card to purchase a timeshare product. What happened In or around May 2015, while on holid... (5 pages)View decision -
Decision Reference DRN-4664227
6 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4664227 The complaint Miss B complains NewDay Ltd have unfairly defaulted her credit card account and sold it to a debt purchaser. What happened Miss B says she was making payments to NewDay but despite this they defaulted her account and passed it over to a debt purchaser. Miss B sent... (3 pages)View decision -
Decision Reference DRN-4450385
5 Mar 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4450385 The complaint Mrs K complains that after making a large payment towards her PayDown plan with NewDay Ltd, trading as Fluid, her monthly payments didn’t reduce. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead... (2 pages)View decision -
Decision Reference DRN-4501210
5 Mar 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4501210 The complaint Ms C complains that NewDay Ltd (trading as Aqua) was irresponsible to lend to her. What happened Ms C was approved for an Aqua credit card in April 2015, and then six credit limit increases as follows: Date Credit Limit Opening 29 Apr 2015 £250 Increase 1 21 Sep 2... (4 pages)View decision -
Decision Reference DRN-4569546
4 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4569546 The complaint Miss N complains that NewDay Ltd was irresponsible in its lending to her. What happened Miss N was provided with three credit cards by NewDay. An Opus credit card in April 2018 with an initial credit limit of £600 which was then increased on three occasions result... (3 pages)View decision -
Decision Reference DRN-4647647
27 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4647647 The complaint Mr O complains NewDay Ltd are refusing to honour the credit limit and interest rate offered to him as an existing customer when his John Lewis store card was transferred over to them. What happened The background to this case is well known to both parties, so I wo... (3 pages)View decision -
Decision Reference DRN-4642287
23 Feb 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4642287 The complaint Miss M complains that NewDay Ltd (NewDay) lent to her irresponsibly. What happened I don’t need to go into the background here – as this provisional decision is about how to get the remedies implemented, and not the decision itself. NewDay approved a new credit ca... (5 pages)View decision -
Decision Reference DRN-4351525
23 Feb 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4351525 The complaint Mr T complains that NewDay Ltd trading as John Lewis Partnership Card (NewDay) failed to cancel a continuous payment authority on his credit card when he asked them to. What happened Mr T had agreed a recurring payment on his credit card with a property maintenanc... (3 pages)View decision -
Decision Reference DRN-4543999
22 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4543999 The complaint Mr C has complained NewDay Ltd are holding him liable for the debt on a credit card account which he didn’t open. What happened A credit card account was opened with AO in Mr C’s name in May 2023. This is operated by NewDay. Within the first few days of the accoun... (2 pages)View decision -
Decision Reference DRN-4478205
22 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4478205 The complaint Mr M has complained about NewDay Ltd’s, trading as Marbles, behaviour in respect of it ‘duplicating’ his credit card account. What happened Mr M took out a credit card account with Marbles. However, it appears it mistakenly, in effect, ‘duplicated’ the account. Th... (2 pages)View decision
