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 DRN5388897
17 Feb 2015 NewDay Ltd Not upheldBanking and creditMrs D complains that NewDay Ltd has applied unfair charges on her credit card account and she disputes the amount she owes.backgroundMrs D incurred charges on her credit card account when she mistakenly paid less than the minimum repayment amount that was due. Mrs D disputes the amount ... (2 pages)View decision -
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 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 DRN8715112
23 Nov 2016 NewDay Ltd Not upheldBanking and creditMiss M complains about the poor service she received from NewDay Ltd in relation to her credit card. She thought she’d closed her account but then she received demands for payments after debits were wrongly applied to it.backgroundMiss M made a claim for a refund o... (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 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 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 DRN-3179595
31 Dec 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3179595 The complaint Mrs D complains NewDay Ltd failed to honour a claim she brought under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened The background to the matter is well known to all parties so I will summarise only briefly: Mrs D had a membership with a holid... (5 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 -
Decision Reference DRN3560865
29 Dec 2014 NewDay Ltd UpheldPayment protection insurance (PPI)Mr W says that NewDay Ltd (NewDay) (formerly trading as Progressive Credit Limited) mis- sold him a credit card payment protection insurance (PPI) policy. backgroundMr W bought the PPI policy in 2005 when he took out a credit card by post. The cost of the policy was 85p for each £100 h... (3 pages)View decision