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 DRN1053840
7 Jan 2020 NewDay Ltd UpheldPayment protection insurance (PPI)It’s been agreed in this case that NewDay Ltd should accept responsibility for the complaint. To keep things simple, I’ll refer to NewDay Ltd as the seller in my decision.Mr S says NewDay Ltd mis-sold him a payment protection insurance (‘PPI’) policy on a store card.backgroundThis complain... (3 pages)View decision -
Decision Reference DRN-5494879
30 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5494879 The complaint Miss K complains that NewDay Ltd trading as Aqua was irresponsible in its lending to her. What happened Miss K was provided with an Aqua credit card account in December 2021 with an initial credit limit of £1,200. Miss K has explained that she had fled domestic... (4 pages)View decision -
Decision Reference DRN-4991306
30 Aug 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4991306 The complaint Miss B says NewDay Ltd, trading as Marbles, irresponsibly lent to her. What happened Miss B applied for a credit card from NewDay in January 2021. It was approved with a limit of £600. She was then given five credit limit increases as set out below: Increase d... (4 pages)View decision -
Decision Reference DRN-4130630
17 Jul 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4130630 The complaint Mr A complains that NewDay Ltd declined his chargeback claim and recorded adverse information on his credit file when the re-debiting of the disputed amount caused his account to go over his credit limit. What happened In November 2022 Mr A bought some headphones ... (2 pages)View decision -
Decision Reference DRN-1715396
21 Jul 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1715396 The complaintMr M’s complaint about NewDay Ltd trading as Aqua (NewDay) relates to Irresponsible lending and increases in his credit limit. What happenedOur investigator’s background summary covered all the relevant facts and issues, and is known to both Mr M and NewDay, so th... (3 pages)View decision -
Decision Reference DRN4036843
10 Jun 2016 NewDay Ltd Not upheldBanking and creditMiss W complains that the compensation NewDay Ltd has paid her isn’t enough for the distress and inconvenience it’s caused her over a partial balance transfer from her credit card account.backgroundIn November 2015 Miss W wanted NewDay to transfer part of the balance ... (2 pages)View decision -
Decision Reference DRN4099116
14 Sep 2016 NewDay Ltd UpheldPayment protection insurance (PPI)Mr M complains that he was mis-sold a monthly premium payment protection insurance (‘PPI’) policy. Although the PPI was sold by another business, as I understand it NewDay Ltd (NewDay) have accepted responsibility for the sale and so the complaint has been set up agains... (3 pages)View decision -
Decision Reference DRN-4848203
12 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4848203 The complaint Mr G complains NewDay Limited has not met its obligations in regard to a transaction he made on his credit card to have an extension and associated works. What happened In November 2022 Mr G used his NewDay credit card to pay £1000 to ... (6 pages)View decision -
Decision Reference DRN-3169391
24 Jan 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3169391 The complaint Miss L complains that NewDay Ltd irresponsibly increased the credit limit on her account to unaffordable levels. She also complains that NewDay suspended the use of her account when she brought her complaint. What happened Miss L says the NewDay account was opened... (3 pages)View decision -
Decision Reference DRN-4003689
23 Mar 2023 NewDay Ltd Not upheldConsumer CreditDRN-4003689 The complaint Mr B complains about how NewDay Ltd (“NewDay”) responded when he asked it to help him claim a refund for goods he ordered. What happened Mr B used finance provided by NewDay Ltd to buy a phone from a third party retailer, a company that I will call “A”. Mr B tells... (4 pages)View decision