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-5822352
14 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5822352 The complaint Ms W complains about the outcome of a claim she made under section 75 of the Consumer Credit Act 1974 to NewDay Ltd trading as Debenhams Mastercard (“NewDay”). What happened In February 2020, Ms W entered a contract with a company I’ll call ‘C’ for spray foam i... (4 pages)View decision -
Decision Reference DRN-3214975
23 May 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3214975 The complaint Mr S is unhappy NewDay Ltd won’t refund money he paid for some work to be carried out at his property. He’s made a claim under section 75 of the Consumer Credit Act 1974. What happened Mr S engaged a company, who I’ll call F, to carry out building work on a proper... (3 pages)View decision -
Decision Reference DRN-5757170
18 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5757170 The complaint Mrs L complains that NewDay Ltd lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Mrs L applied for a NewDay credit card in November 2015. Due to the passage of time, the application Mrs L compl... (3 pages)View decision -
Decision Reference DRN-3782076
1 Feb 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3782076 The complaint Mr D feels that NewDay Limited has treated him unfairly in relation to the purchase of a golf trip. What happened In April 19 Mr D arranged a golf trip for a total of eight people abroad. The trip included all- inclusive accommodation, transfers and five golf roun... (3 pages)View decision -
Decision Reference DRN-4288479
25 Aug 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4288479 The complaint Mr Y complains that NewDay Ltd, trading as Burton, (“NewDay”) has failed to reimburse him for payments he didn’t make. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll summarise what happe... (3 pages)View decision -
Decision Reference DRN-3471150
16 May 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3471150 The complaint Mr O complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. What happened Mr O says that adequate checks weren’t carried out before he was provided with an Amazon credit card by NewDay. He says at the time he had several other cards. Ne... (3 pages)View decision -
Decision Reference DRN-5644355
14 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5644355 The complaint Mr P has complained about the quality of a car he bought, in part using his NewDay Ltd credit card. What happened In May 2023, Mr P bought a used car. He paid the deposit using his NewDay credit card. Unfortunately, in May 2024, the car broke down as the timing... (3 pages)View decision -
Decision Reference DRN3757510
3 May 2017 NewDay Ltd UpheldBanking and creditMrs A complains that NewDay Ltd (trading as Debenhams) reported incorrect information about her credit record which prevented her from remortgaging.backgroundMrs A applied for a joint remortgage in February 2016. The potential lender told her that it could not agree as s... (2 pages)View decision -
Decision Reference DRN-3627618
24 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3627618 The complaint Miss A complains that NewDay Ltd was irresponsible in its lending to her. What happened Miss A was provided with an Aqua branded credit card, which had an initial credit limit of £600, in July 2014. The credit limit on this account was increased on three occasions... (4 pages)View decision -
Decision Reference DRN7982123
29 Jun 2015 NewDay Cards Ltd UpheldBanking and creditMrs K complains that NewDay Cards Limited is requiring her to repay the outstanding debt on a Debenhams credit card. She says she did not use the credit card and is not liable for the debt.Mrs K is represented in her complaint by her daughter, Ms D. backgroundMrs K ap... (2 pages)View decision