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 DRN0024548
20 Aug 2014 NewDay Ltd Not upheldBanking and creditThat NewDay Ltd (“NewDay”) lended irresponsibly to the late Mrs J in respect of a credit card.backgroundIn May 2005 Mrs J took out a credit card with NewDay, (formerly Progressive Credit Limited) trading as Opus. The purpose of the borrowing was to allow her to transfer a balance from ... (1 page)View decision -
Decision Reference DRN-5827272
17 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5827272 The complaint Mr D complains that NewDay Ltd didn’t carry out appropriate affordability checks and lent to him irresponsibly when it increased credit limits on his three credit card accounts. What happened The detailed background to this complaint is well known to both parti... (3 pages)View decision -
Decision Reference DRN-4652735
21 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4652735 The complaint Mr C complains that NewDay Ltd recorded an incorrect default date on his credit file. What happened Mr C held an Aqua credit card account with NewDay. In September 2017 he went into debt management plan. Mr C later discovered that NewDay recorded that the account ... (3 pages)View decision -
Decision Reference DRN-3890215
16 Feb 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3890215 The complaint Mr A complains NewDay Ltd declined his credit card application. What happened Mr A held a John Lewis branded credit card. The credit was provided by a third party before NewDay took over and as a result a new application was required in order to continue with the ... (2 pages)View decision -
Decision Reference DRN-3981142
17 May 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3981142 The complaint Miss B complains that NewDay Ltd did not refund her purchase of an airline ticket. What happened In December 2021 Miss B bought a return flight and paid for it with her NewDay credit card. A few days later, on the day of the outbound flight, she was too unwell to ... (2 pages)View decision -
Decision Reference DRN-3693228
29 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3693228 The complaint Mr M complains about NewDay Ltd’s (“NewDay’s”), trading as Amazon Credit Card, handling of a chargeback claim he made to them. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on givi... (2 pages)View decision -
Decision Reference DRN-4852946
26 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4852946 The complaint Mr D complains that NewDay Ltd trading as John Lewis Credit Card has prevented his bank carrying out account checks. What happened Mr D says he tried to set up a payment to NewDay for his credit card account. He says his bank gave him a warning that the account he... (2 pages)View decision -
Decision Reference DRN7546168
11 Jul 2019 NewDay Ltd UpheldPayment protection insurance (PPI)This complaint’s about a payment protection insurance (PPI) policy taken out with a credit card in 1998. Mr L says NewDay Ltd mis-sold him the PPI.my findingsI’ve considered all the available evidence and arguments to decide what is fair and reasonable in the circumstances of this complain... (2 pages)View decision -
Decision Reference DRN1594989
17 Jan 2020 NewDay Ltd UpheldBanking and creditMr M complains a telephone agent at NewDay Ltd (NewDay) incorrectly input his address details when he phoned them to make a debit card payment, resulting in these payments being declined, and Mr M being unable to make further telephone payments to his Opus card account.background Mr M has ... (3 pages)View decision -
Decision Reference DRN-3898775
13 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3898775 The complaint Mr H complains that NewDay Ltd trading as Aqua (“NewDay”) was irresponsible when it increased his credit limit and didn’t treat him fairly when he complained about some of the transactions on his account. What happened NewDay opened a credit card account for Mr H ... (7 pages)View decision