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-2138591
4 Jan 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2138591 The complaint Mr C complains that a hotel room he paid for using his Amazon credit card, issued By NewDay Ltd, wasn’t as described. What happened In February 2019 Mr C booked a hotel room through a booking website. Before making the booking, he contacted the hotel to explain th... (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-5623649
13 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5623649 The complaint Ms G is unhappy with how NewDay Ltd (NewDay) handled her payment dispute claim. What happened Ms G booked a 14 night villa stay commencing 16 June 2023 with an agent I shall call ‘M’. This was paid using her NewDay credit card at a total cost of £6,887.50 for t... (8 pages)View decision -
Decision Reference DRN7706467
13 Dec 2016 NewDay Ltd Not upheldBanking and creditMs S has complained NewDay Ltd won’t allow her to transfer the balance on her closed credit card to an alternative credit card company.backgroundMs S has had a credit card, in the name of A, since 2007. Her account is now owned by NewDay. In 2012 the previous credi... (2 pages)View decision -
Decision Reference DRN-3369027
3 Aug 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3369027 The complaint Mr B complains that NewDay Ltd trading as Amazon Card irresponsibly allowed him to open a credit card account which was unaffordable. What happened Mr B says the Amazon Card account was unaffordable and he shouldn’t have been allowed to open the account. He says t... (2 pages)View decision -
Decision Reference DRN5870152
7 Jan 2015 NewDay Ltd Not upheldPayment protection insurance (PPI)Mr Q has complained that NewDay Ltd (NewDay) mis-sold his credit card payment protection insurance (PPI) policy.backgroundMr Q purchased the insurance in connection with a credit card in 1998. The adjudicator did not uphold Mr Q’s complaint. my findingsI have considered all the availab... (2 pages)View decision -
Decision Reference DRN-3347198
4 May 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3347198 The complaint and what happened Ms L complains NewDay Ltd won’t refund the money she lost when she fell victim to a scam. The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll summarise the key points and focus on giving m... (3 pages)View decision -
Decision Reference DRN0486320
29 Oct 2015 NewDay Ltd Not upheldBanking and creditMiss A says that a bench she purchased using her NewDay Ltd credit card wasn’t the right size.backgroundMiss A says that the supplier won’t give her a refund. She brought a complaint to NewDay but it didn’t refund her either.Our adjudicator didn’t think that NewDay ... (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