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 DRN3671277
10 Feb 2017 NewDay Ltd Not upheldBanking and creditMr W says NewDay Ltd has charged him excessive fees for exceeding the limit on his credit cards with them. He’d now like the majority of these charges refunded together with 8% interest on the refund.backgroundMr W had two credit cards with NewDay. The first card ... (2 pages)View decision -
Decision Reference DRN2434159
20 Jun 2016 NewDay Ltd UpheldPayment protection insurance (PPI)Mr I complains that NewDay Ltd (NewDay) mis-sold him a regular premium payment protection insurance (PPI) policy when he took out his credit card.backgroundMr I applied for his credit card by completing an application form in 2000. At the same time he took out a PPI ... (3 pages)View decision -
Decision Reference DRN7181389
7 Feb 2017 NewDay Ltd UpheldBanking and creditMr G’s unhappy that after many years of use NewDay Ltd suddenly closed his credit card account because of where he lives. He says the card was mis-sold to him and he wants all the payments he’s made refunded plus interest.backgroundNewDay said in its final respo... (2 pages)View decision -
Decision Reference DRN-3851227
10 Jan 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3851227 The complaint Mrs P has complained that NewDay Ltd only offered her a credit limit of £250. What happened Mrs P had previously enjoyed a £15,000 credit limit on her JLP card. However when the provider changed to NewDay and new application was made and a credit limit of £250 was... (2 pages)View decision -
Decision Reference DRN4223535
17 Jan 2020 NewDay Ltd UpheldBanking and creditMr T complains NewDay Ltd, trading as Debenhams, will not refund a disputed transaction.backgroundMr T complained to NewDay in March 2018 about a transaction which had appeared on his credit card earlier that month. It was for just over £50 and Mr T said he neither made nor recognised it.... (2 pages)View decision -
Decision Reference DRN0213366
30 May 2017 NewDay Ltd Not upheldBanking and creditMrs S complains that NewDay Ltd send her letters about her store card account payments. She wants them to stop, and to be paid compensation for the upset the letters cause her. backgroundMrs S has a store card account provided by NewDay. She pays her account by dire... (2 pages)View decision -
Decision Reference DRN-5636362
15 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5636362 The complaint Mr M is unhappy that NewDay Ltd trading as Fluid gave him incorrect information about a money transfer and reversed a payment without his authority. What happened On 31 January 2024 Mr M phoned NewDay to ask about transferring money from his credit card account... (2 pages)View decision -
Decision Reference DRN-5329544
26 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5329544 The complaint Mr S complains that NewDay Ltd trading as John Lewis Credit Card (NewDay) didn’t agree to refund him after he made a claim through Section 75 of the Consumer Credit Act 1974 (Section 75). What happened On 21 September 2021 Mr S and his wife entered a contract w... (3 pages)View decision -
Decision Reference DRN-5777503
4 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5777503 The complaint Mr L complains about the amount of interest that NewDay Ltd charged him on his Aqua credit card account. What happened In November 2024 Mr L took out a credit card with NewDay and entered into a credit agreement. Mr L thought the card had a promotional interest... (2 pages)View decision -
Decision Reference DRN-5737853
29 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5737853 The complaint Mrs D is unhappy that NewDay Ltd, trading as Aqua, didn’t inform her of changes they made to how they processed received payments. What happened On 7 February 2024, Mrs D made a payment of £2,356.51 to her NewDay account. Mrs D was expecting this amount to be r... (3 pages)View decision