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 2568 results
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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-3419175
3 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3419175 The complaint Miss P is unhappy as she feels that NewDay Ltd, trading as Aqua, provided her with credit that wasn’t affordable for her. What happened In April 2019, Miss P applied for a NewDay credit account. Her application was approved, and NewDay issued Miss P with an accoun... (3 pages)View decision -
Decision Reference DRN-4237346
18 Jul 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4237346 The complaint Mrs F complains that NewDay Ltd lent to her irresponsibly. What happened In July 2020 Mrs F applied for a Fluid credit card. NewDay approved the application and gave Mrs F a card with an initial credit limit of £900. The credit limit was increased to £1700 in Dece... (2 pages)View decision -
Decision Reference DRN-4299464
23 Oct 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4299464 The complaint Mrs B is unhappy she cannot pay her John Lewis Partnership card with NewDay Ltd (“NewDay”) by cheque. Mrs B is represented in bringing this complaint, but for ease of reading I’ll refer to all submissions as being made by her directly. What happened In October 202... (2 pages)View decision -
Decision Reference DRN-3445727
3 Aug 2022 NewDay Ltd Not upheldConsumer CreditDRN-3445727 The complaint Mrs T complains that the interest rate NewDay Ltd charge on her store credit card is too high and her payments are not reducing the balance she owes. What happened Mrs T has held a retail store card since around 2000. While originally provided by a high street ret... (2 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-2877665
17 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2877665 The complaint Mr F says that NewDay Ltd (“NewDay”) should not have increased the credit limit on his credit card on a number of occasions and that this was irresponsible lending and has caused him financial difficulties. He would like a refund for all interest and charges, his ... (6 pages)View decision -
Decision Reference DRN-5208366
19 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5208366 The complaint Ms S complains that NewDay Ltd irresponsibly lent to her. What happened Ms S was approved for an NewDay credit card (which I will refer to as A in this decision), in October 2019 with a credit limit of £1,200. I have detailed the credit limit changes below: Jul... (6 pages)View decision -
Decision Reference DRN-5908337
14 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5908337 The complaint Mr L complains that NewDay Ltd trading as Marbles closed his account unfairly. What happened Mr L opened a credit card account with NewDay in 2021. In April 2025 Mr L raised an irresponsible lending complaint, as he believed that when he opened the account in 2... (3 pages)View decision -
Decision Reference DRN-3304507
11 Feb 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3304507 The complaint Mrs S is unhappy NewDay Ltd have cancelled her credit card account with them and left adverse information on her credit file. What happened The details of this complaint are well known to both parties, and were set out in my provisional decision, so I am not going... (2 pages)View decision