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 DRN6822620
7 Jun 2016 NewDay Ltd UpheldPayment protection insurance (PPI)Mr B says NewDay Ltd mis-sold him payment protection insurance (“PPI”). backgroundThis complaint is about a credit card PPI policy taken out in 2000. The policy was added to Mr B’s credit card account when he applied for the card by post.Our adjudicator recommended ... (2 pages)View decision -
Decision Reference DRN-2294387
22 Dec 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2294387 The complaint Mr Z has complained NewDay Ltd, trading as Debenhams Store Card, did little to help after he complained about a payment he’d made under duress for £1,000 whilst overseas. What happened Mr Z was on holiday in April 2019 with family. They hired a couple of jet skis.... (3 pages)View decision -
Decision Reference DRN4997388
10 Jul 2017 NewDay Ltd Not upheldBanking and creditMr H’s complaint is that NewDay Ltd (“NewDay”) is holding him liable to spending on a credit card account that he didn’t make.backgroundIn December 2016, Mr H made an online application for a credit card. But he says he presumed he hadn’t been accepted, and he never ... (2 pages)View decision -
Decision Reference DRN9139595
12 Nov 2019 NewDay Ltd Not upheldBanking and creditMiss B has complained about the amount NewDay Ltd say she owes on her credit card.backgroundMiss B has a credit card with NewDay. Up to February 2019 she paid the full outstanding balance shown on her statement every month.At the end of November 2018 there was an outstanding balance on Mis... (2 pages)View decision -
Decision Reference DRN-4291520
6 Dec 2023 NewDay Ltd Not upheldConsumer CreditDRN-4291520 The complaint Mrs S has complained that, after she made purchases, NewDay Ltd applied them to the wrong choice of repayment option. What happened Mrs S has complained that three items she bought, using finance from NewDay, were bought on ‘buy now, pay later’ (‘BNPL’). But, NewD... (1 page)View decision -
Decision Reference DRN3690738
31 Jan 2020 NewDay Ltd Not upheldBanking and creditMrs B complains NewDay Ltd didn’t apply a payment she made to her credit card account, and this caused her a financial loss, inconvenience, and upset.background NewDay says it didn’t receive Mrs B’s October 2018 credit card payment, so it applied a £12 late payment fee and sent her a defau... (3 pages)View decision -
Decision Reference DRN-6070589
14 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6070589 The complaint Mrs G complains that NewDay Ltd (‘NewDay’) irresponsibly gave her Fluid and Aqua credit card accounts which she couldn’t afford to repay As the complaint about the Aqua account has been made too late, I will only be considering the merits of the Fluid card com... (2 pages)View decision -
Decision Reference DRN-4673408
20 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4673408 The complaint Mrs B complains about issues she’s experienced with her John Lewis credit card which is administered by NewDay Ltd. What happened Mrs B held a John Lewis credit card account. She’s unhappy because she returned from a cruise to find that she’d received several lett... (3 pages)View decision -
Decision Reference DRN-2040838
22 Jan 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2040838 The complaint Mrs M is unhappy with how NewDay Ltd (trading as Aqua) handled her credit card account when it went into arrears. What happened Mrs M fell into arrears with her Aqua credit card in May 2019. She contacted NewDay at the beginning of May 2019 to explain she’d lost h... (2 pages)View decision -
Decision Reference DRN4019632
16 Jun 2016 NewDay Ltd UpheldPayment protection insurance (PPI)Mr P says that NewDay Limited (NewDay) mis-sold him a regular premium payment protection insurance (PPI) policy.backgroundNewDay sold Mr P the PPI for a credit card in 2000. The PPI included accident, sickness and unemployment cover.Our adjudicator thought Mr P’s comp... (3 pages)View decision