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 2113 results
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Decision Reference DRN-2736519
8 Apr 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2736519 The complaint Ms B complained because NewDay Ltd refused to refund her for a £499 transaction on her credit card, which she said she didn’t authorise. What happened At around 4pm on 24 August 2020, a £449 purchase was made at a shop, using Ms B’s NewDay credit card and PIN. On ... (3 pages)View decision -
Decision Reference DRN3690738
31 Jan 2020 NewDay Ltd Not upheldBanking and creditMrs B complains NewDay Ltd didn’t apply a payment she made to her credit card account, and this caused her a financial loss, inconvenience, and upset.background NewDay says it didn’t receive Mrs B’s October 2018 credit card payment, so it applied a £12 late payment fee and sent her a defau... (3 pages)View decision -
Decision Reference DRN-3394565
25 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3394565 The complaint Mr C has complained NewDay Ltd, trading as Amazon Classic, didn’t refund fraudulent transactions and managed his fraud claim poorly. What happened In 2020 Mr C was in hospital for a prolonged period and his home was burgled. He noted two transactions made with his... (2 pages)View decision -
Decision Reference DRN-4218924
2 Aug 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4218924 The complaint Mr B is unhappy with the service he received from NewDay Ltd after it gave him notice that it planned to discontinue the brand of credit card he had. He says NewDay made it difficult for him to opt in for the ‘Pulse’ card before the deadline. What happened Mr B ha... (3 pages)View decision -
Decision Reference DRN1040267
19 May 2015 NewDay Ltd UpheldBanking and creditUnder the rules of the Financial Ombudsman Service, I am required to ask Mrs T either to accept or reject my decision before 19 June 2015. Clare Hockney ombudsman at the Financial Ombudsman ServicecomplaintMrs T complains that NewDay Ltd failed to allocate payments she made t... (2 pages)View decision -
Decision Reference DRN-2844726
4 Aug 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2844726 The complaint Mr M is unhappy that NewDay Ltd trading as Marbles declined his Section 75 claim. What happened Mr O purchased a car from a merchant for £2,890 (including £200 for an extended warranty) and paid for it using his Marbles credit card. Within a few weeks of Mr O purc... (3 pages)View decision -
Decision Reference DRN7596710
11 Mar 2019 NewDay Ltd UpheldBanking and creditMiss M complains that NewDay Ltd has treated her unfairly because it didn’t freeze interest and charges when she told it that she was having financial difficulties and was struggling to meet the monthly payments on her Marbles credit cardbackgroundMiss M called Ne... (2 pages)View decision -
Decision Reference DRN2726459
2 Sep 2016 NewDay Ltd UpheldPayment protection insurance (PPI)Mr W has complained that NewDay Ltd mis-sold him a payment protection insurance (PPI)policy.backgroundMr W bought the PPI policy in 1998, in connection with a credit card the policy cost was 65p for each £100 Mr W owed on his credit card. If he’d successfully claime... (3 pages)View decision -
Decision Reference DRN-4707701
28 Mar 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4707701 The complaint Miss L complains NewDay Ltd provided unclear information relating to what payments should be made towards her credit card. Miss L is also unhappy with how NewDay have been reporting her credit card to the credit reference agencies (CRAs). What happened I issued my... (7 pages)View decision -
Decision Reference DRN-5470804
10 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5470804 The complaint Miss F complains that NewDay Ltd have irresponsibly lent to her. What happened Miss F was approved for an NewDay credit card (which I will refer to as A in this decision), in April 2019 with a credit limit of £300. I have detailed the credit limit changes below... (4 pages)View decision
