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-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 DRN-4366038
12 Dec 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4366038 The complaint Mr M complains that NewDay Ltd (NewDay) declined to increase the limit on his NewDay credit card. He would like the limit increased What happened The details of this complaint are well known to both parties so I won’t repeat them again here, instead I will focus o... (2 pages)View decision -
Decision Reference DRN1322549
8 May 2015 NewDay Ltd UpheldBanking and creditMs O complains about the NewDay Ltd’s customer service after it became responsible for her store card.backgroundMs O complains that NewDay didn’t tell her that it had taken over the running of her store card. She says it didn’t contact her about the outstanding debt on... (1 page)View decision -
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-6052061
17 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6052061 The complaint Mr I complains that NewDay Ltd trading as BIP (NewDay), lent to him irresponsibly when offering five credit limit increases to his account. What happened Mr I opened a BIP account with NewDay and was then offered and accepted five credit limit increases as sho... (5 pages)View decision -
Decision Reference DRN-3386857
21 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3386857 The complaint Mr A complains that NewDay Ltd (“NewDay”) has refused to refund payments he made to XMarkets using his NewDay (Debenhams) Mastercard credit card. Mr A says that XMarkets were operating a scam and stole his money. What happened The circumstances of this complaint ... (6 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 DRN2320461
11 Aug 2015 NewDay Ltd UpheldBanking and creditMrs D complains about expense, stress and inconvenience she suffered when NewDay Ltd didn’t add a payment to her credit card account.our initial conclusionsOur adjudicator felt that fair compensation was £100. NewDay disagreed so the complaint has been passed to me for a final dec... (2 pages)View decision -
Decision Reference DRN-2570303
6 Apr 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2570303 The complaint Mr O complains that NewDay Ltd unfairly refused the claim he brought under section 75 of the Consumer Credit Act 1974. This was in relation to unfair charges that had allegedly been charged to his credit card. He wants compensation for consequential losses. What h... (2 pages)View decision