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-4481882
6 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4481882 The complaint Miss M complains that NewDay Ltd unfairly defaulted her account after agreeing to put it on hold. What happened Miss M was provided with a credit card by NewDay which she explained was being used and paid for by a family member. Sadly, the family member passed awa... (3 pages)View decision -
Decision Reference DRN-4452340
6 Dec 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4452340 The complaint Miss D complains that NewDay Ltd trading as Amazon Card has unfairly applied a default to her account. What happened Miss D contacted her bank to claim back payments made to a subscription service that she said she hadn’t agreed to. She says the subscription charg... (3 pages)View decision -
Decision Reference DRN-4291520
6 Dec 2023 NewDay Ltd Not upheldConsumer CreditDRN-4291520 The complaint Mrs S has complained that, after she made purchases, NewDay Ltd applied them to the wrong choice of repayment option. What happened Mrs S has complained that three items she bought, using finance from NewDay, were bought on ‘buy now, pay later’ (‘BNPL’). But, NewD... (1 page)View decision -
Decision Reference DRN-4346687
4 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4346687 The complaint Mr B is unhappy because he was led to believe by NewDay Ltd that his account was in credit by £192. Mr B spent the funds as he believed he had this to spend but later found out that the balance on the account was incorrect as further transactions were debited. Wha... (2 pages)View decision -
Decision Reference DRN-4480087
4 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4480087 The complaint Mr W says NewDay Ltd, trading as Aquacard, irresponsibly lent to him. What happened Mr W took out a credit card in March 2014 with an opening limit of £250. As the parties are aware this complaint looks at the limit increases from July 2017 onwards. At that point ... (3 pages)View decision -
Decision Reference DRN-4294332
4 Dec 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4294332 The complaint Mr G complains that he is required to provide a one time passcode (OTP) when shopping online using his credit card held with NewDay Ltd. What happened Mr G complains that he is unbale to use his NewDay credit card for online purchases because he lives in a remote ... (2 pages)View decision -
Decision Reference DRN-4463557
1 Dec 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4463557 Complaint Mr H has complained about a credit card and subsequent credit limit increases NewDay Ltd (trading as “Marbles”) provided to him. He says the credit card was not affordable for him and so shouldn’t have been provided. Background Marbles provided Mr H with a credit card... (4 pages)View decision -
Decision Reference DRN-4473269
30 Nov 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4473269 The complaint Mr M has complained about NewDay Ltd (trading as Aqua) holding him liable for a credit card which he says he didn’t take out. What happened Both sides are most familiar with the case, so I’ll summarise what happened in brief. In January 2019, an Aqua credit card w... (3 pages)View decision -
Decision Reference DRN-4483828
28 Nov 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4483828 The complaint X complains about NewDay Ltd, trading as Pulse, as they’ve closed X’s credit card account and X can no longer transfer the balance to another bank. What happened I issued my provisional decision on 4 November 2023, and this is what I said: I’ve considered the rele... (5 pages)View decision -
Decision Reference DRN-4281920
23 Nov 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4281920 The complaint Miss L says NewDay Ltd, trading as John Lewis Credit Card, unfairly reduced the amount of time it gave her to make payments to her credit card account. What happened In August 2022 John Lewis wrote to Miss L to tell her it was changing lending partners the followi... (2 pages)View decision
