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 DRN9674612
2 Aug 2017 NewDay Ltd UpheldBanking and creditMrs P complains that NewDay Ltd shouldn’t have approved a credit card for her as it was obvious she couldn’t afford one.BackgroundMrs P applied, and was approved, for a credit card in March 2011. But she says she had large debts elsewhere and shouldn’t have been grant... (2 pages)View decision -
Decision Reference DRN-2971706
9 Sep 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2971706 The complaint Mr K complains that NewDay Ltd (“NewDay”) is holding him liable for an online transaction which he says he didn’t make or otherwise authorise. What happened The circumstances of this complaint are well known to both parties, so I won’t repeat them all again here i... (3 pages)View decision -
Decision Reference DRN9034534
29 Apr 2016 NewDay Ltd UpheldBanking and creditMr G complains that NewDay Ltd has wrongly recorded a default on his credit file.background Mr G offered to make a full and final settlement in respect of the outstanding balance on his credit card in September 2014, which was accepted. Mr G says he was not tol... (2 pages)View decision -
Decision Reference DRN-3626947
9 Sep 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3626947 The complaint Mr P complains that NewDay Ltd trading as Aqua rejected his chargeback request. What happened In April 2021 Mr P booked a cottage holiday from a supplier and paid using his Aqua card. The holiday was due to begin on 7 May 2021. After completing the booking, Mr P r... (3 pages)View decision -
Decision Reference DRN-2089053
21 Aug 2020 NewDay Ltd Not upheldInsuranceDRN-2089053 complaintThis complaint is about a credit card payment protection insurance (PPI) policy taken out in 1997. Mr F says NewDay Ltd trading as Opus (“NewDay”) mis-sold him the PPI. backgroundOur adjudicator thought Mr F’s complaint should be upheld but NewDay didn’t agree. So, the... (2 pages)View decision -
Decision Reference DRN0061671
16 Jan 2020 NewDay Ltd Not upheldBanking and creditComplaintMiss M has complained that NewDay Ltd won’t refund her for cash not dispensed by a cashmachine.BackgroundI recently issued my provisional conclusions setting out the events leading up to this complaint, and how I thought best to resolve it. I’ve attached a copy of my provisional d... (3 pages)View decision -
Decision Reference DRN9357481
15 Jun 2015 NewDay Ltd UpheldBanking and creditMrs F complains that NewDay Ltd has misplaced the payments she made to it under an agreed payment plan and that it sold her account to a debt collection agency while the matter was unresolved.backgroundMrs F agreed a reduced payment plan with NewDay. But it says it ha... (2 pages)View decision -
Decision Reference DRN1409848
22 Jun 2017 NewDay Ltd Not upheldBanking and creditMiss M complains about irresponsible lending by NewDay Ltd. She feels it should have refused her application for a credit card. And not raised the limit on the card without her asking. She wants charges and interest repaid.backgroundMiss M tells us that she first obt... (2 pages)View decision -
Decision Reference DRN-3286341
15 Feb 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3286341 The complaint This is a complaint about NewDay Ltd’s decision to decline a claim Mrs B made under section 75 of the Consumer Credit Act 1974 (“CCA”). Mrs B is represented by a claims management company (“CMC”). What happened The background to this dispute is well known to all p... (5 pages)View decision -
Decision Reference DRN-5428826
9 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5428826 The complaint Mr H is unhappy that NewDay Ltd have refused to refund a transaction he says he didn’t authorise. What happened Mr H contacted NewDay after reviewing his credit card statement and identifying a transaction of £180 on 8 November 2024 that he didn’t recognise. ... (3 pages)View decision