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-5919123
16 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5919123 The complaint Ms G is complaining about transactions to a third party (G) which she believes were unauthorised. Ms G’s husband, Mr H, has also provided information throughout this complaint on her behalf – however for ease throughout this decision I will be referring to Ms G... (4 pages)View decision -
Decision Reference DRN-6004598
23 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-6004598 The complaint Mrs S made a series of complaints about NewDay Ltd. It related to irresponsible lending of a credit card approved in 1982 plus a number of credit limit increases. The complaint was also about a PayDown Plan in 2021 and the card suspension in May 2025. What happ... (2 pages)View decision -
Decision Reference DRN-5507545
1 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5507545 The complaint Mr E complains that NewDay Ltd collected his Direct Debit payment after he had made a manual payment. What happened Mr E holds a John Lewis Credit Card supplied by NewDay. On 28 June 2024 Mr E received an email advising him that he was nearing his credit limit ... (2 pages)View decision -
Decision Reference DRN9992521
3 May 2019 NewDay Ltd Not upheldBanking and creditMr E complains that he applied to NewDay Ltd for a credit card that earned retailer points but that he was issued with a card which didn’t earn retailer points.backgroundMr E applied for a credit card which was advertised as earning points with a retailer. When he receiv... (2 pages)View decision -
Decision Reference DRN8510278
27 Nov 2015 NewDay Ltd UpheldPayment protection insurance (PPI)Mrs D complains that she was mis-sold payment protection insurance (“PPI”) when she took out a credit card with NewDay ltd (“NewDay”), then trading as People’s Bank.backgroundI set out the full background to this case in my provisional decision which I’ve also attached ... (4 pages)View decision -
Decision Reference DRN4486166
12 Oct 2015 NewDay Ltd Not upheldBanking and creditMr R complains that NewDay Limited, trading as Opus, will not refund four credit card transactions which he says he did not authorise, and has not helped him to try and recover his money from the recipients.backgroundFour transactions totalling just over £400 were debit... (2 pages)View decision -
Decision Reference DRN-5806635
31 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5806635 The complaint Mr W complains that NewDay Ltd, trading as Aqua, didn’t refund a payment he made using his credit card. What happened Mr W arranged for a merchant – which I’ll refer to as “D” – to undertake repairs to his van; in short, the diesel particulate filter (“DPF”) w... (4 pages)View decision -
Decision Reference DRN-4888449
3 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4888449 The complaint Mrs W complains NewDay Ltd have acted unfairly by not refunding the payment she made towards a holiday using her credit card. What happened On 12 May 2023 Mrs W used her NewDay credit card to purchase a package holiday, departing on 18 May 2023, at a cost of £2,59... (6 pages)View decision -
Decision Reference DRN1994858
9 Oct 2017 NewDay Ltd Not upheldBanking and creditMrs S says NewDay Ltd (trading as Marbles) agreed to increase the credit limit on her credit card but then also increased the APR twice within a short time. She feels this is irresponsible lending and unfair and she’d like the APR reduced back to the original rate.... (2 pages)View decision -
Decision Reference DRN-4844221
29 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4844221 The complaint X complains about the way in which NewDay Ltd, operating under its Marbles credit card brand, handled her claim after a holiday company provided her with an unsatisfactory holiday package. What happened X is a wheelchair user who travels with a family member; t... (3 pages)View decision