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 2421 results
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Decision Reference DRN-4910624
17 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4910624 The complaint Mr D complains that NewDay Ltd hasn’t accepted his payments on his credit card accounts. What happened I issued a provisional decision setting out what had happened and what I thought about the complaint. I’ve copied the relevant parts of that decision below – ... (3 pages)View decision -
Decision Reference DRN4036843
10 Jun 2016 NewDay Ltd Not upheldBanking and creditMiss W complains that the compensation NewDay Ltd has paid her isn’t enough for the distress and inconvenience it’s caused her over a partial balance transfer from her credit card account.backgroundIn November 2015 Miss W wanted NewDay to transfer part of the balance ... (2 pages)View decision -
Decision Reference DRN9582764
9 Oct 2015 NewDay Ltd UpheldBanking and creditMiss B complains that NewDay Ltd harassed her when she missed payments to her account, provided poor customer service and handled her complaint badly. backgroundMiss B fell into arrears on a store card provided by NewDay. She felt harassed when it phoned chasing pay... (3 pages)View decision -
Decision Reference DRN-5364984
24 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5364984 The complaint Miss H complains that NewDay Ltd reduced the credit limit on her credit card. What happened Miss H holds a Debenhams credit card with NewDay. On 26 October 2024 Miss H made a payment of £18.41 to her account using the online service. However, the payment wasn’t... (3 pages)View decision -
Decision Reference DRN2506663
21 Dec 2018 NewDay Ltd Not upheldBanking and creditMr M complains that NewDay Ltd (NewDay) hasn’t refunded money he spent on a product that turned out to be substantially different from what was promised. He says it wouldn’t provide information to help him get the money back through another company either.background Mr ... (2 pages)View decision -
Decision Reference DRN-2240572
3 Dec 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-2240572 The complaint Miss Z complains that NewDay Ltd trading as Debenhams (‘NewDay’) declined a credit card chargeback after it was defended by the seller. What happened After Miss Z purchased an electrical item on-line using her NewDay credit card, she complained to the seller that ... (2 pages)View decision -
Decision Reference DRN-4130630
17 Jul 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4130630 The complaint Mr A complains that NewDay Ltd declined his chargeback claim and recorded adverse information on his credit file when the re-debiting of the disputed amount caused his account to go over his credit limit. What happened In November 2022 Mr A bought some headphones ... (2 pages)View decision -
Decision Reference DRN-5601185
19 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5601185 The complaint Mr D complains that NewDay Ltd (NewDay) acted irresponsibly in agreeing to a credit card account and subsequent credit limit increases. In bringing his complaint Mr D is represented by a third party. For ease of reading I will only refer to Mr D in my decision.... (4 pages)View decision -
Decision Reference DRN-3184296
29 Nov 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3184296 The complaint Mr K is unhappy that he wasn’t made aware by NewDay Ltd that he wasn’t able to complete a balance transfer between two differently branded NewDay administered credit accounts. What happened Mr K applied for a NewDay administered credit account as he wanted to take... (4 pages)View decision -
Decision Reference DRN-5067441
25 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5067441 The complaint Mr P complains that NewDay Ltd trading as Aqua (NewDay) has unfairly charged late payment and over the limit fees onto his credit card. What happened Mr P had a credit card with NewDay. He said he struggled financially and by NewDay applying what he considered ... (3 pages)View decision
