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 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 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 -
Decision Reference DRN-4281920
23 Nov 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4281920 The complaint Miss L says NewDay Ltd, trading as John Lewis Credit Card, unfairly reduced the amount of time it gave her to make payments to her credit card account. What happened In August 2022 John Lewis wrote to Miss L to tell her it was changing lending partners the followi... (2 pages)View decision -
Decision Reference DRN-3130260
5 Nov 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3130260 The complaint Miss A complains that NewDay Ltd should have defaulted her account between 2009/10 but didn’t do so. She would like a default applied from October 2009 and compensation. What happened The details of this complaint are well known to both parties, so I won’t repeat ... (2 pages)View decision -
Decision Reference DRN6787671
15 Jan 2018 NewDay Ltd Not upheldBanking and creditMr B complains that NewDay Ltd (trading as Aqua) has made mistakes in dealing with his account after he reported a payment he did not recognise and now intends to close it.background Mr B disputed a payment on his credit card account. During the call he said he ... (2 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-3751205
18 Oct 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3751205 The complaint Miss C complains that NewDay Ltd trading as Marbles was irresponsible in its lending to her. What happened Miss C was provided with a Marbles branded credit card with an initial credit limit of £250 in July 2021. The credit limit was increased on two occasions: fi... (3 pages)View decision -
Decision Reference DRN3426042
19 Jul 2017 NewDay Ltd Not upheldBanking and creditMr R complains that he was wrongly charged by NewDay Ltd for going over the limit on his credit card and would like the charge to be refunded.backgroundMr R has a credit card account with NewDay Ltd which has a credit limit of £500. NewDay charged him when he went ov... (1 page)View decision -
Decision Reference DRN0437271
14 Nov 2018 NewDay Ltd UpheldBanking and creditMiss S complains that her account with NewDay Ltd incurred late payment fees and interest without her knowledge.backgroundMiss S held an account with Topshop which she hadn’t used for a long time but which was in credit due to a refund received previously. In late 2017 Mi... (2 pages)View decision -
Decision Reference DRN1556265
23 Sep 2015 NewDay Ltd Not upheldBanking and creditMrs B complains that NewDay Ltd declined her application for credit without giving a valid reason. backgroundIn May 2015, Mrs B applied for a credit account while at a retail store. Her credit application was declined. Mrs B says she was embarrassed by this experience ... (2 pages)View decision