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 2113 results
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Decision Reference DRN-3751205
18 Oct 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3751205 The complaint Miss C complains that NewDay Ltd trading as Marbles was irresponsible in its lending to her. What happened Miss C was provided with a Marbles branded credit card with an initial credit limit of £250 in July 2021. The credit limit was increased on two occasions: fi... (3 pages)View decision -
Decision Reference DRN0437271
14 Nov 2018 NewDay Ltd UpheldBanking and creditMiss S complains that her account with NewDay Ltd incurred late payment fees and interest without her knowledge.backgroundMiss S held an account with Topshop which she hadn’t used for a long time but which was in credit due to a refund received previously. In late 2017 Mi... (2 pages)View decision -
Decision Reference DRN-2736519
8 Apr 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2736519 The complaint Ms B complained because NewDay Ltd refused to refund her for a £499 transaction on her credit card, which she said she didn’t authorise. What happened At around 4pm on 24 August 2020, a £449 purchase was made at a shop, using Ms B’s NewDay credit card and PIN. On ... (3 pages)View decision -
Decision Reference DRN-2844726
4 Aug 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2844726 The complaint Mr M is unhappy that NewDay Ltd trading as Marbles declined his Section 75 claim. What happened Mr O purchased a car from a merchant for £2,890 (including £200 for an extended warranty) and paid for it using his Marbles credit card. Within a few weeks of Mr O purc... (3 pages)View decision -
Decision Reference DRN-3347198
4 May 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3347198 The complaint and what happened Ms L complains NewDay Ltd won’t refund the money she lost when she fell victim to a scam. The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll summarise the key points and focus on giving m... (3 pages)View decision -
Decision Reference DRN-1657319
11 Nov 2020 NewDay Ltd Not upheldConsumer CreditDRN-1657319 The complaint Mrs G complains that NewDay Ltd have rejected her claim under section 75 of the Consumer Credit Act (1974). What happened In February 2019, Mrs G says she made a purchase for two items from a supplier, I will call “D”, using her store card. Mrs G says one of the i... (2 pages)View decision -
Decision Reference DRN1017989
9 Sep 2015 NewDay Ltd Not upheldBanking and creditMrs D has complained that NewDay Ltd opened a store card using an incorrect spelling of her name, and that it charged her late fees. She is also unhappy about the calls it made to her requesting payment.Mrs D is represented by her husband. In this decision, I’ll ... (2 pages)View decision -
Decision Reference DRN5030710
11 Dec 2018 NewDay Ltd UpheldBanking and creditMiss O complains about the interest rate that NewDay Ltd is applying to her credit card borrowing and that it did not deal with her complaint about this.backgroundMiss O was sent a notice from NewDay dated 21 July 2017 saying that it intended to increase the interest... (2 pages)View decision -
Decision Reference DRN7328815
25 Jun 2015 NewDay Ltd UpheldBanking and creditMr J complains that NewDay Ltd didn’t send free flight vouchers and charged him a quasi-cash fee.our initial conclusionsOur adjudicator recommended the complaint should be upheld in part. She did not find that NewDay was wrong to charge the fee, but thought the information about ... (2 pages)View decision -
Decision Reference DRN-4721615
29 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4721615 The complaint Miss G complains that NewDay Ltd trading as John Lewis Partnership Card declined her application for a credit card. What happened Miss G says that she applied for a John Lewis credit card, but her application was not accepted. She says there is no reason her incom... (2 pages)View decision
