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 2123 results
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Decision Reference DRN-3150685
3 Dec 2021 NewDay Ltd UpheldConsumer CreditDRN-3150685 The complaint Mr M complains that NewDay Ltd should have refunded the cost of a faulty phone he bought using a credit card they provided. 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 giving ... (3 pages)View decision -
Decision Reference DRN4464945
12 Mar 2019 NewDay Ltd UpheldBanking and creditMr W complains that NewDay Ltd won’t honour a chargeback claim he’s made for a failed watch repair. backgroundMr W has a credit card with NewDay. In November 2017 he paid for a service to his watch. But he was disappointed when the watch was returned to him with a faul... (2 pages)View decision -
Decision Reference DRN-4236229
20 Sep 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4236229 The complaint Mr B complains about NewDay Ltd’s handling of a claim he had made under section 75 of the Consumer Credit Act 1974 in respect of a mobile phone. What happened In July 2022 Mr B used the credit card he held with NewDay to purchase a new mobile phone that included a... (3 pages)View decision -
Decision Reference DRN-5163472
11 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5163472 The complaint Mrs W complains through her representative that NewDay Ltd lent to her irresponsibly when it approved a credit card for her in 2021 and then increased the credit limit three times. What happened Mrs W was approved for a Fluid account credit card in January 202... (6 pages)View decision -
Decision Reference DRN-4159353
15 Jun 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4159353 The complaint Mr H complains that NewDay Ltd, trading as BIP have lost £600 which he paid towards his digital credit card account. To put things right Mr H wishes for NewDay to pay £600 to his account, the interest he’s been charged to be adjusted to reflect the payment, and he... (3 pages)View decision -
Decision Reference DRN-5161106
20 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5161106 The complaint Ms M has complained that NewDay Ltd, trading as Aqua (“NewDay”), irresponsibly granted her a credit card account, and subsequently increased the credit limit, which she couldn’t afford to repay. What happened Ms M took out a credit card with NewDay on 13 April... (4 pages)View decision -
Decision Reference DRN-3974335
20 Feb 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3974335 The complaint Mrs F complains that NewDay Ltd shouldn't have accepted her credit card applications and increased the credit limit on her credit card accounts as the lending was both unaffordable and irresponsible. What happened Mrs F is represented in this complaint. Howev... (5 pages)View decision -
Decision Reference DRN3473915
9 Oct 2018 NewDay Ltd Not upheldBanking and creditMiss G complains that NewDay Ltd (“NewDay”) defaulted her account and that they sold the account to a debt collection business.backgroundMiss G’s account with NewDay was closed by them in June 2017. But she says they were wrong to do so as she’d told them she was in ... (2 pages)View decision -
Decision Reference DRN-4683033
26 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4683033 The complaint Ms R complains that NewDay Ltd was irresponsible in its lending to her. What happened Ms R was provided with two credit cards by NewDay. A Marbles credit card in March 2021 with an initial credit limit of £900 and a Fluid credit card in May 2022 with an initial cr... (3 pages)View decision -
Decision Reference DRN7600959
6 Feb 2017 NewDay Ltd Not upheldBanking and creditMrs M complains that NewDay Ltd (trading as Laura Ashley Storecard) registered a default on her credit file without first sending her a notice of its intent to do so and a default notice. She complains that it should have put her account on hold after she told i... (3 pages)View decision
