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 2101 results
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Decision Reference DRN-3268722
21 Jan 2022 NewDay Ltd UpheldConsumer CreditDRN-3268722 The complaint Miss A complains NewDay Ltd trading as Aqua (‘NewDay’) gave her credit card lending that was unaffordable. What happened In September 2014 Miss A applied for a NewDay ‘Aqua’ credit card. NewDay initially gave Miss A a £300 credit limit, but her ‘Aqua’ credit limit... (6 pages)View decision -
Decision Reference DRN-3770480
23 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3770480 The complaint Miss D complains NewDay Ltd misinformed her about the impact of her payment arrangement, its effect on her credit file and generally provided poor service and support. What happened Miss D holds a credit card account with NewDay. In or around December 2021, she co... (3 pages)View decision -
Decision Reference DRN-3341072
1 Mar 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3341072 The complaint Mrs M complains that NewDay Ltd trading as Amazon Classic lent irresponsibly when it approved her credit card application. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mrs M applied for ... (3 pages)View decision -
Decision Reference DRN-4160740
7 Jun 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4160740 The complaint Miss P says NewDay Ltd, trading as Aqua, irresponsibly lent to her. What happened Miss P applied for a credit card in January 2020. It was approved with a limit of £300 and she was given four subsequent credit limit increases by NewDay. The first increase was in O... (3 pages)View decision -
Decision Reference DRN-2884251
21 Dec 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2884251 The complaint Mr B complains about two separate credit card accounts he took out with NewDay Ltd. He says that both accounts were unaffordable, and NewDay irresponsibly lent to him. What happened Mr B has both an Aqua credit card and a Marbles credit card with NewDay. He compl... (7 pages)View decision -
Decision Reference DRN9534537
14 Dec 2018 NewDay Ltd Not upheldBanking and creditMs S complains that NewDay Ltd didn’t help to get her money back from an organisation.backgroundMs S paid a little over £40 to become a member of an organisation. She changed her mind about that very quickly, and tried to cancel. But she didn’t get the money ba... (2 pages)View decision -
Decision Reference DRN-3549289
27 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3549289 The complaint Mrs K complains about how NewDay Ltd trading as Marbles dealt with her request for a payment plan and the service it provided around this. What happened In August 2020, Mrs K sent NewDay a letter explaining that she was experiencing financial difficulties and want... (2 pages)View decision -
Decision Reference DRN-4455430
16 Nov 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4455430 The complaint Ms G complains about the service she received from NewDay Ltd trading as John Lewis Credit Card (“NewDay”) when she applied for a credit card. What happened Ms G had a John Lewis credit card account which she had held for a number of years. In October 2022, John L... (4 pages)View decision -
Decision Reference DRN-3116150
22 Oct 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3116150 The complaint Miss T complains that NewDay Ltd lent to her irresponsibly. What happened Miss T complained about the card that NewDay opened for her in 2016. She told us she was in a seriously bad financial situation then with a poor credit rating, multiple payday loans, one aft... (5 pages)View decision -
Decision Reference DRN-1805706
8 Sep 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1805706The complaintMr R complains that NewDay Ltd (NewDay) acted irresponsibly by increasing his credit limit.What happenedMr R applied for and was approved for a credit card with NewDay to help improve his credit file. NewDay accepts customers with some negative financial information... (3 pages)View decision
