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 DRN5669674
7 Aug 2014 NewDay Ltd Not upheldBanking and creditMs J complains that the rate of interest applied to her Marbles credit card by NewDay Ltd is excessive. She would like it to reduce the rate of interest applied and offer a reduced settlement figure.background Ms J had a credit card for a number of years, and the interest rate has incr... (2 pages)View decision -
Decision Reference DRN-5216943
19 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5216943 The complaint Mr C, represented by a third party, complains that NewDay was irresponsible in its lending to him. What happened In April 2017 NewDay provided Mr C with a credit card with an initial limit of £300. The limit was increased on five occasions bringing it to £4,85... (3 pages)View decision -
Decision Reference DRN6068647
18 Jul 2017 NewDay Ltd UpheldBanking and creditMr A complains that NewDay Ltd didn’t treat him correctly when he was experiencing financial difficulties.backgroundIn 2010 Mr A was having difficulties making his contractual repayments. Via his agent he put forward a proposal to NewDay under which he’d pay it less than... (2 pages)View decision -
Decision Reference DRN-3789932
3 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3789932 The complaint Mrs M complains that NewDay Ltd (“NewDay”) got her account balance wrong and caused distress and inconvenience when pursuing her for a debt. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll... (2 pages)View decision -
Decision Reference DRN2705413
4 Jul 2017 NewDay Ltd UpheldPayment protection insurance (PPI)Mr H complains that he was mis-sold a credit card payment protection insurance (PPI) policy. NewDay Ltd (“NewDay”) has taken responsibility for this complaint. backgroundMr H bought the policy when he took out a credit card in January 2000. NewDay said that Mr H appl... (3 pages)View decision -
Decision Reference DRN-3879758
13 Jan 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3879758 The complaint Mr S has complained that NewDay Ltd trading as Aqua irresponsibly lent to him. What happened Mr S opened a credit card account with NewDay (trading as Aqua) in April 2018. His credit limit was £250. The limit was never increased. Mr S suggests that NewDay shouldn... (2 pages)View decision -
Decision Reference DRN7315657
23 Jan 2019 NewDay Ltd UpheldBanking and creditMr O complains about the way NewDay Ltd (NewDay) handled some refunds to his Debenhams card following the cancellation of some airline tickets he’d bought. In particular he’s unhappy about the delays NewDay caused and the lack of updates he received, which he says has ca... (3 pages)View decision -
Decision Reference DRN9181875
29 Sep 2017 NewDay Ltd Not upheldBanking and creditMr H complains that NewDay Ltd hasn’t reduced the interest rate on his credit card. He also complains that he was charged interest after he’d repaid his balance. backgroundMr H has a credit card with NewDay Ltd which he applied for in 2013. His annual interest rate... (2 pages)View decision -
Decision Reference DRN-5047343
18 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5047343 The complaint Mr B, who is represented by a professional representative (“PR”) complains that NewDay Ltd was irresponsible when it increased the limit on his credit card account. What happened Mr B took out a credit card with NewDay in September 2016 and was granted the foll... (3 pages)View decision -
Decision Reference DRN-5473178
3 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5473178 The complaint Mrs M complains that NewDay Ltd, trading as Amazon Credit Card, made an irresponsible lending decision when they issued her with a credit card. Mrs M is represented in this complaint, but I’ll refer to her as it’s her complaint. What happened In March 2020, Mr... (3 pages)View decision