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 DRN9886499
19 Jul 2019 NewDay Ltd Not upheldBanking and creditMr S complains that NewDay Ltd declined a charge back request and a claim under Section 75 of the Consumer Credit Act 1974 (CCA 1974), to refund the cost of an item he didn’t receive. backgroundMr S placed an order for a watch in March 2018; he paid £453.98 on his credit card. Mr S signed ... (3 pages)View decision -
Decision Reference DRN-2312889
15 Dec 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2312889 The complaint Miss B has complained NewDay Ltd, trading as Debenhams Storecard, is expecting her to pay for transactions she didn’t make. What happened In March 2019 Miss B took out a Debenhams credit card when she was in a store. Soon after she got sent her permanent card. At ... (3 pages)View decision -
Decision Reference DRN1053840
7 Jan 2020 NewDay Ltd UpheldPayment protection insurance (PPI)It’s been agreed in this case that NewDay Ltd should accept responsibility for the complaint. To keep things simple, I’ll refer to NewDay Ltd as the seller in my decision.Mr S says NewDay Ltd mis-sold him a payment protection insurance (‘PPI’) policy on a store card.backgroundThis complain... (3 pages)View decision -
Decision Reference DRN-4271463
14 Nov 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4271463 The complaint Ms A complains NewDay Ltd (NewDay) failed to implement a promotional balance transfer offer on her credit card account. What happened Ms A says she telephoned NewDay in early February 2023 and says she was eligible for a zero percent balance transfer offer. Ms A s... (2 pages)View decision -
Decision Reference DRN9426572
13 Oct 2015 NewDay Ltd UpheldBanking and creditMr M complains NewDay Ltd has been asking others to try and recover a debt he believes he’d already paid off.backgroundMr M says he took out a store card in the 1990s and made regular payments towards it. He says that the direct debit used to pay the card was mist... (2 pages)View decision -
Decision Reference DRN-5445837
11 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5445837 The complaint Mr J complains that NewDay Ltd was irresponsible in its lending to him. He wants all interest and charges refunded along with statutory interest and any adverse information recorded about his account removed from his credit file. Mr J is represented by a third ... (3 pages)View decision -
Decision Reference DRN-3214975
23 May 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3214975 The complaint Mr S is unhappy NewDay Ltd won’t refund money he paid for some work to be carried out at his property. He’s made a claim under section 75 of the Consumer Credit Act 1974. What happened Mr S engaged a company, who I’ll call F, to carry out building work on a proper... (3 pages)View decision -
Decision Reference DRN-3782076
1 Feb 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3782076 The complaint Mr D feels that NewDay Limited has treated him unfairly in relation to the purchase of a golf trip. What happened In April 19 Mr D arranged a golf trip for a total of eight people abroad. The trip included all- inclusive accommodation, transfers and five golf roun... (3 pages)View decision -
Decision Reference DRN-1715396
21 Jul 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1715396 The complaintMr M’s complaint about NewDay Ltd trading as Aqua (NewDay) relates to Irresponsible lending and increases in his credit limit. What happenedOur investigator’s background summary covered all the relevant facts and issues, and is known to both Mr M and NewDay, so th... (3 pages)View decision -
Decision Reference DRN-4288479
25 Aug 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4288479 The complaint Mr Y complains that NewDay Ltd, trading as Burton, (“NewDay”) has failed to reimburse him for payments he didn’t make. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll summarise what happe... (3 pages)View decision
