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
-
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 DRN-2309818
3 Nov 2020 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-2309818 The complaint Mrs W complains about a default marker recorded on her credit file by Cabot Credit Management Group Limited (trading as Cabot Financial (Europe) Limited), and related issues. What happened Mrs W used to have a store card with NewDay. In early 2019 she learned that... (4 pages)View decision -
Decision Reference DRN4323350
26 Mar 2015 NewDay Cards Ltd Not upheldBanking and creditMiss C complains about the information NewDay Ltd has recorded on her credit file about her credit card agreement.background Miss C had a credit card with NewDay. She says she spoke to it in 2011 to say that she was experiencing financial difficulties. She agreed a rep... (2 pages)View decision -
Decision Reference DRN-2826305
18 Jun 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2826305 The complaint Mr C complains about NewDay Ltd (NewDay) because a direct debit was not set up for his credit card. What happened In August 2019, Mr C opened a credit card with NewDay. The first statement for the credit card was produced in September 2019 with a minimum payment a... (2 pages)View decision -
Decision Reference DRN-4969911
16 Aug 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4969911 The complaint Mr R is being represented by a claims manager. He’s complaining about NewDay Ltd because he says it lent irresponsibly by giving him credit cards he couldn’t afford to repay. What happened In February 2020, Mr R opened a Marbles credit card account with an init... (5 pages)View decision -
Decision Reference DRN-3517008
6 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3517008 The complaint Mr B complains that NewDay Ltd trading as Aqua lent to him irresponsibly when it provided him with credit limits. What happened I issued my provisional decision about this complaint on 11 May 2022. I provisionally upheld the complaint. Here’s what I said: What hap... (6 pages)View decision -
Decision Reference DRN-4590750
6 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4590750 The complaint Mrs L says NewDay Ltd, trading as John Lewis Credit Card, mis-handled her credit card account. She says it asked her to pay an outstanding balance on the account while failing to provide the account statements she’d requested. What happened Mrs L’s credit card acc... (2 pages)View decision -
Decision Reference DRN5258136
28 May 2015 NewDay Ltd UpheldPayment protection insurance (PPI)Mrs R says that NewDay Limited (NewDay) mis-sold her a regular premium payment protection insurance (PPI) policy with a credit card.backgroundNewDay sold Mrs R the PPI with a credit card she took in 2000. The PPI included accident, sickness and unemployment cover and c... (2 pages)View decision -
Decision Reference DRN-3795463
23 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3795463 The complaint Miss S complains that NewDay Ltd trading as Marbles (‘NewDay’) irresponsibly gave her a credit card account and a credit limit increase that she couldn’t afford. What happened In February 2017, Miss S applied for a credit card account with NewDay. She was given an... (2 pages)View decision -
Decision Reference DRN-5157429
24 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5157429 The complaint Mr M complains that NewDay Ltd trading as Aqua, increased his credit limits on the credit card it had approved for him without carrying out the right checks. Mr M says that if it had done the correct checks, it would have seen that he was a heavy gambler and he... (5 pages)View decision