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-5513198
9 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5513198 The complaint Mrs A complains that NewDay Ltd trading as Marbles was irresponsible in its lending to her. She wants all interest and charges applied to her credit card account from the first credit limit increase refunded along with statutory interest. She also wants any adv... (4 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 DRN6626950
30 Mar 2019 NewDay Ltd Not upheldBanking and creditMiss D complains about a NewDay Ltd credit card which she says was mis-sold to her.backgroundIn August 2018 Miss D went to a third party store where she was sold a NewDay credit card. She makes two complaints about this card. Firstly, she says it was mis-sold bec... (2 pages)View decision -
Decision Reference DRN3872413
4 Apr 2016 NewDay Ltd UpheldBanking and creditMr S complains that NewDay Ltd won’t give him a refund for an item he bought (and the associated customs charges) using his credit card. He says the item wasn’t delivered.backgroundDates and times are important to this complaint.Mr S ordered an item online. He paid ... (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 DRN2204721
2 Dec 2016 NewDay Ltd Not upheldBanking and creditMiss D complains that NewDay Ltd won’t reimburse money taken from her credit card account. She says the payments were made without her knowledge or agreement.backgroundAt the end of June 2016, Miss D contacted NewDay to report that her credit card had been used to make... (2 pages)View decision -
Decision Reference DRN4555206
26 Nov 2018 NewDay Ltd UpheldBanking and creditMiss G complains about issues she’s experienced with a car purchased with a credit card from NewDay Ltd.backgroundI issued a provisional decision on this complaint a copy of which is attached and forms part of this final decision.In my provisional decision I explaine... (2 pages)View decision -
Decision Reference DRN4091934
9 Sep 2016 NewDay Ltd UpheldBanking and creditMr M complains that NewDay Ltd told him his account would be placed on hold but this did not happen and a default was recorded. He says he was not sent notice ahead of the default being recorded. backgroundMr M has raised a previous complaint about the handling of hi... (3 pages)View decision -
Decision Reference DRN3995826
22 Mar 2016 NewDay Ltd Not upheldBanking and creditMr Z complains that NewDay Ltd will not refund a payment he made from his credit card account.backgroundMr Z bought an airline ticket from a third party retailer online. When he went to the airport he was unable to use the ticket. He complained to NewDay and asked... (2 pages)View decision -
Decision Reference DRN2132872
31 Oct 2014 NewDay Ltd Not upheldPayment protection insurance (PPI)Mr R’s complaint is about the sale of a regular premium payment protection insurance (PPI) policy attached to his credit card. Mr R says that NewDay Ltd (NewDay) mis-sold the policy to him. backgroundMr R took out a credit card in 2000. Mr R says PPI was added to his account without hi... (3 pages)View decision