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 2099 results
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Decision Reference DRN-4439926
18 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4439926 The complaint Mr H complains that NewDay Ltd (NewDay) has been unhelpful to him when he has been trying to use and activate his credit card. What happened Mr H has a NewDay credit card account which he opened in January 2021. He never activated or used the card. In March 2023 N... (2 pages)View decision -
Decision Reference DRN-4412384
15 Dec 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4412384 The complaint Mr H has complained that he was unable to use his credit card provided by NewDay Limited trading as Aqua (“Aqua”), which ultimately led to the account being closed. What happened In March 2023, Aqua wrote to Mr H to say that as he hadn’t used his credit card for s... (3 pages)View decision -
Decision Reference DRN-4443525
13 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4443525 The complaint Miss H complains that NewDay Ltd (trading as Marbles) was irresponsible to lend to her. What happened Miss H was approved for a Marbles credit card in June 2021, and then two credit limit increases as follows: Date Credit Limit 20 Jun 2021 £900 12 Apr 2022 £1,900 ... (3 pages)View decision -
Decision Reference DRN-4512640
13 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4512640 The complaint Miss G complains that NewDay Ltd (trading as Pulse) was irresponsible to approve her credit card applications. What happened Miss G was approved for two credit cards with Pulse as follows: Card Name Date Amount Argos 6 Dec 2019 £900 Pulse 14 Jan 2020 £600 Miss G s... (3 pages)View decision -
Decision Reference DRN-4213121
12 Dec 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4213121 The complaint Miss R has complained that NewDay Ltd, trading as Debenhams, didn’t assist her in getting a refund, after she tried to cancel a hotel booking. What happened Miss R booked a hotel through a third party website, which I’ll refer to as ‘A’, using her Debenhams credit... (2 pages)View decision -
Decision Reference DRN-4366038
12 Dec 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4366038 The complaint Mr M complains that NewDay Ltd (NewDay) declined to increase the limit on his NewDay credit card. He would like the limit increased What happened The details of this complaint are well known to both parties so I won’t repeat them again here, instead I will focus o... (2 pages)View decision -
Decision Reference DRN-4348894
12 Dec 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4348894 The complaint Mr H says NewDay Ltd, trading as Aqua, unfairly and prematurely closed his credit card account. What happened Mr H’s account fell into arrears and NewDay agreed in November 2022 to set up a three- month payment holiday. This was confirmed to Mr H in writing as was... (2 pages)View decision -
Decision Reference DRN-4504992
9 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4504992 The complaint Mr D complains about NewDay Ltd making several service errors and unfairly applying a marker to Credit Reference Agencies (CRA’s) when he complained. What happened I issued my provisional decision on 14 November 2023, and this is what I said: I’ve considered the r... (4 pages)View decision -
Decision Reference DRN-4504506
8 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4504506 The complaint Mr T complains NewDay Ltd said he’d need a mobile phone and an email address if he and his wife wanted to carry on using their credit card. What happened Mr T says he and his wife have had a John Lewis credit card for over 20 years and they’ve found it very useful... (3 pages)View decision -
Decision Reference DRN-4499878
6 Dec 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4499878 The complaint Ms R complains that NewDay Ltd trading as Pulse Credit Card didn’t apply a payment she made to her credit card account. What happened In December 2022, Ms R says she made a payment of £650 from her bank account to her NewDay credit card account. Ms R says the paym... (3 pages)View decision
