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 DRN5003084
14 Jan 2021 NewDay Ltd UpheldBanking and creditMiss M complains that NewDay Ltd irresponsibly gave her a credit card she couldn’t afford to repay. Miss M is represented in this complaint by her relative. For ease, any comments or submissions made by her representative will be referred to as if made by Miss M herself. background Miss M ... (10 pages)View decision -
Decision Reference DRN-5957208
20 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5957208 The complaint Mr R complains NewDay Ltd didn’t do enough to help get a refund for a transaction made on his credit card. What happened In April 2024, Mr R booked and paid for a hotel stay through a comparison site I’ll call “B”. Mr R paid for this with his NewDay credit car... (5 pages)View decision -
Decision Reference DRN-3111527
29 Oct 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3111527 The complaint Mr G complains NewDay Ltd (NewDay) provided poor customer service and failed to send him his credit card statements, resulting in late fees being charged to his credit card account. What happened Mr G says in November 2020 charges were made to his credit card acco... (3 pages)View decision -
Decision Reference DRN8049591
9 Feb 2017 NewDay Ltd UpheldBanking and creditMs E has complained NewDay Ltd allowed a payment to be debited from her closed credit card account.backgroundMs E was in arrears on her Debenhams credit card, run by NewDay. Her account had been suspended and she wasn’t able to use it. In June 2015 Ms E phoned to pay ev... (2 pages)View decision -
Decision Reference DRN-1676874
11 Nov 2020 NewDay Ltd UpheldBanking and PaymentsDRN-1676874 The complaint Mr K complains that NewDay Limited won’t refund to him the money that he paid for a used car. What happened The details of this complaint are well known to both parties and have been set out by the investigator so I won’t repeat them again here. Instead I’ll focus... (3 pages)View decision -
Decision Reference DRN-6152753
13 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6152753 The complaint NewDay Ltd trading as Aqua (‘NewDay’) provided Mr M with a credit card in November 2019 with a limit of £900. Subsequently there was an increase to the credit limit on 24 July 2020 to £1,650 and on 28 December 2020 to £2,900. Mr M says NewDay failed to lend rea... (2 pages)View decision -
Decision Reference DRN-4832499
1 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4832499 The complaint Mr M complained that a payment he made to his NewDay Ltd (“NewDay”) credit card account went missing. What happened Mr M made a payment of £75 to NewDay on 22 March 2023, but the money never reached his NewDay credit card account. Mr M says that he contacted NewDa... (2 pages)View decision -
Decision Reference DRN-1672717
20 Apr 2020 NewDay Ltd UpheldBanking and PaymentsDRN-1672717The complaintMr A complains that NewDay Ltd didn’t change the due date for his credit card payments after he’d requested this several times. What happenedIn July 2019, Mr A asked NewDay to change the due date for his credit card payments. He said he’d been out of work and had re... (2 pages)View decision -
Decision Reference DRN-3870596
2 Mar 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3870596 The complaint Mr D is unhappy NewDay Ltd haven’t refunded two transactions he disputed on his credit card account. What happened In June 2022 two transactions were made using Mr D’s credit card, one online transaction for £178 on 9 June 2022 and one Chip and personal identifica... (2 pages)View decision -
Decision Reference DRN-4521984
19 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4521984 The complaint Mr D complains about difficulties making a payment via NewDay Ltd trading as Pulse’s app. Mr D also complains that NewDay unfairly recorded Query Markers (Q markers) on his credit file when he raised a complaint. What happened The background to this complaint and ... (4 pages)View decision