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 2553 results
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Decision Reference DRN-2359456
19 Nov 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2359456 The complaint Mrs E complains NewDay Ltd has registered a default on her credit file and this has prevented her from remortgaging. What happened Mrs E had two store cards managed by NewDay. Each card had a separate direct debit set up to make her monthly payments. In 2013, she ... (3 pages)View decision -
Decision Reference DRN-5139730
12 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5139730 The complaint Mr M is complaining about NewDay Ltd because he says it lent irresponsibly by providing him with three separate credit cards and increasing the credit limit on each account. What happened Mr M opened the following credit card accounts with NewDay: Aqua – ope... (5 pages)View decision -
Decision Reference DRN-5405968
31 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5405968 The complaint Mr I complains that Newday Ltd (trading as Marbles) failed to refund him for transactions which he didn’t recognise. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the ke... (4 pages)View decision -
Decision Reference DRN-5598864
15 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5598864 The complaint Miss M complains that NewDay Ltd cancelled payment arrangements on her accounts without telling her and applied interest despite the fact that she was maintaining payment arrangements across all three accounts. What happened Miss M holds three credit card accou... (2 pages)View decision -
Decision Reference DRN8547800
20 Oct 2014 NewDay Ltd UpheldPayment protection insurance (PPI)Mr A says NewDay Ltd (“NewDay“) mis-sold him a payment protection insurance (“PPI”) policy.backgroundThis complaint is about a credit card PPI policy taken out in November 2003. The policy was added to Mr A’s credit card account when he applied for the card through the post. Our ad... (2 pages)View decision -
Decision Reference DRN-2971155
8 Sep 2021 NewDay Ltd Not upheldConsumer CreditDRN-2971155 The complaint Mr S complains that NewDay Ltd made several increases to his credit limit on his Aqua credit card without following the rules of responsible lending. This led to him suffering financial hardship. What happened Mr S opened an Aqua credit card account with NewDay in... (3 pages)View decision -
Decision Reference DRN-2980181
18 Aug 2021 NewDay Ltd Not upheldConsumer CreditDRN-2980181 The complaint Mr S says that a default was recorded on his credit file later than it should have been. As a result, it will remain on his file for some time after it should have been removed. Mr S says NewDay Ltd is responsible, for reasons which I shall explain. What happened ... (3 pages)View decision -
Decision Reference DRN-6017163
12 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-6017163 The complaint Mr C complains that NewDay lent to him irresponsibly. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat everything in detail here. Instead, I’ll provide a summary. Mr C applied – and was accepted for – a credit card i... (7 pages)View decision -
Decision Reference DRN-5079109
27 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5079109 The complaint Mrs G complains that after NewDay Limited had approved a credit card for her, she was given credit limit increases which were too high for her to be able to use and payback. She says she could not afford the credit limit increase amounts. What happened NewDay a... (4 pages)View decision -
Decision Reference DRN-2968503
10 Aug 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2968503 The complaint Miss B complains that NewDay Ltd has irresponsibly lent to her. What happened Miss B was accepted for a branded credit card in September 2018 with a credit limit of £500. In February 2019, the credit limit was increased from £500 to £1,400. Miss B was accepted for... (5 pages)View decision