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 DRN8561989
14 Oct 2015 NewDay Ltd UpheldBanking and creditMrs B complains that, after she paid the balance she believed she owed on her store card account, NewDay Ltd continued to pursue her for further interest and charges. backgroundMrs B had a store card account with NewDay. In May 2014, Mrs B was moving house, and wante... (3 pages)View decision -
Decision Reference DRN3043859
24 Oct 2019 NewDay Ltd Not upheldBanking and creditMrs C complains that NewDay Ltd failed to make an effective chargeback in respect of undelivered goods.background In November 2018 Mrs C ordered a toy from a website costing £133.14 and she paid for it using her NewDay credit card. Shortly afterwards she discovered information that suggest... (2 pages)View decision -
Decision Reference DRN5059665
14 Nov 2018 NewDay Ltd UpheldBanking and creditMr S complains that NewDay Ltd won’t issue him with a contactless card. backgroundMr S said that he’d asked NewDay for a contactless card, but it said that it only gives those to some customers, and it wouldn’t give one to him. He said that was discriminatory. And... (2 pages)View decision -
Decision Reference DRN-5883650
22 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5883650 The complaint Miss I is unhappy that NewDay Ltd failed to follow an agreed enhanced security process on occasions when they contacted her. What happened The complaint circumstances are well known to both parties, so I don’t intend to list this chronologically and in detail.... (3 pages)View decision -
Decision Reference DRN-2242249
16 Oct 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2242249 The complaint Mr A complains that NewDay Ltd didn’t treat him fairly when he experienced financial difficulties. What happened Mr A had a credit card account with NewDay. He experienced financial difficulties after a change in his personal circumstances which impacted on his he... (5 pages)View decision -
Decision Reference DRN-4023089
14 Mar 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4023089 The complaint Mrs J complains that NewDay Ltd trading as Marbles (“NewDay”) was irresponsible when it offered her a credit facility and later increased her credit limit. What happened NewDay opened a credit card account for Mrs J in December 2020 with a credit limit of £900. Th... (3 pages)View decision -
Decision Reference DRN-5447066
1 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5447066 The complaint Mrs F complains that NewDay Ltd trading as Fluid (‘NewDay’) increased the interest rate on her credit card account twice and didn’t give a valid reason for doing so. Mrs F’s also unhappy that NewDay didn’t engage with her concerns when she sent them letters by... (5 pages)View decision -
Decision Reference DRN2448168
7 Sep 2017 NewDay Ltd UpheldBanking and creditMrs B complains that NewDay Ltd will no longer let her pay her store card using a credit card.backgroundMrs B has a store card. In 2014, the provider who manages the card changed, and NewDay took over. She said she was told that nothing would change. But Mrs B said... (3 pages)View decision -
Decision Reference DRN1639666
1 Oct 2019 NewDay Ltd UpheldBanking and creditComplaintMr M has complained about NewDay Ltd and their decision to register a default against his credit file.BackgroundMr M contacted NewDay in March 2018 and entered into a fair treatment arrangement (FTA). NewDay accepted a re-payment plan, agreeing to halt any further interest and cha... (3 pages)View decision -
Decision Reference DRN-4704782
20 Aug 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4704782 The complaint Miss H has complained that NewDay Ltd passed incorrect information to a third party, in respect of a default. What happened Miss H had an account with NewDay, which was subsequently passed to a third party. Miss H says that NewDay gave the third party unfair in... (1 page)View decision