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
-
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 -
Decision Reference DRN-2197124
23 Mar 2021 NewDay Ltd Not upheldConsumer CreditDRN-2197124 The complaint Mr A complains that he was charged interest on his credit card account due to a missed monthly payment. What happened Mr A holds a credit card account with NewDay. It had a 0% promotional offer and Mr A transferred debt of £2,500 in December 2016. The 0% rate came... (2 pages)View decision -
Decision Reference DRN-2753071
13 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2753071 The complaint Miss M complains that NewDay Ltd irresponsibly allowed her to open two credit card accounts which were unaffordable. What happened Miss M says she opened two NewDay accounts. The first was opened in 2014 and credit limit increases were applied until the account wa... (2 pages)View decision -
Decision Reference DRN-3809817
28 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3809817 The complaint Mrs S complains that NewDay Ltd trading as Aqua, irresponsibly increased the credit limit for a credit card she held with it and that she subsequently found the repayments unaffordable. What happened In August 2006, Mrs S opened a credit card account with NewDay w... (5 pages)View decision -
Decision Reference DRN2125583
17 Jan 2017 NewDay Ltd Not upheldBanking and creditMr R complains that NewDay Ltd (trading as Opus) will not refund payments he said he did not make with his credit card.backgroundMr R disputes all the payments made on his credit card in January and February 2016. These were all cash withdrawals and came to over £5... (2 pages)View decision -
Decision Reference DRN-5680964
5 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5680964 The complaint Mr R complains that NewDay Ltd (‘NewDay’), trading as Pulse Credit Card, shouldn’t have approved a payment that allowed him to go over-limit. He says the payment had also been taken early and shouldn’t have been. What happened The detailed background to this co... (2 pages)View decision -
Decision Reference DRN-4475790
7 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4475790 The complaint Miss C complains NewDay Ltd (“NewDay”) won’t refund payments made to a car rental company whilst on holiday abroad which she didn’t authorise. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here in detail. ... (4 pages)View decision -
Decision Reference DRN0436566
17 Jan 2020 NewDay Ltd Not upheldPayment protection insurance (PPI)Mr T’s complaint is about how NewDay Ltd (NewDay) has calculated the compensation for a mis-sold payment protection insurance (PPI) policy that was taken out alongside a credit card.backgroundMr T took out a credit card with NewDay in April 2008 and alongside this he took out a PPI policy.... (3 pages)View decision -
Decision Reference DRN-5270346
3 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5270346 The complaint Mr B, through a representative, says NewDay Ltd, trading as Marbles Card, irresponsibly lent to him. What happened Mr B opened a credit card with NewDay in January 2018. He was given a £300 credit limit. This was increased to £1,200 in June 2018, to £2,600 in O... (3 pages)View decision