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-3554149
22 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3554149 The complaint Mrs M complains that NewDay Ltd trading as House Of Fraser (“NewDay”) unfairly declined her claim under the Consumer Credit Act 1974 (“CCA”). What happened In September 2015, Mrs M, along with her husband, bought membership with a holiday club called “E” 1 . The t... (6 pages)View decision -
Decision Reference DRN-2942727
26 Jul 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2942727 The complaint Miss L’s complaint is that NewDay Ltd (“NewDay”) won’t reimburse her after she said she was the victim of fraud. What happened Miss L has a credit card account with NewDay. From December 2016 three charges started leaving her account each month, each seemingly to ... (5 pages)View decision -
Decision Reference DRN2452141
12 Jul 2018 NewDay Ltd Not upheldBanking and creditMs S complains two fees were incorrectly added to her credit card account by NewDay Ltd. The fees were charged because her account balance had exceeded its credit limit.backgroundMs S has a credit card account with NewDay. On 20 December 2017 a £12 ‘overlimit fee’... (3 pages)View decision -
Decision Reference DRN7657506
1 Nov 2019 NewDay Ltd Not upheldBanking and creditMr R is unhappy that NewDay Ltd incorrectly told him that he was eligible for a 0% balance transfer rate on his credit card.backgroundMr R holds a credit card account with NewDay. In April 2019, he emailed it to check whether any balance transfer offers were available. It emailed him back ... (3 pages)View decision -
Decision Reference DRN2528987
13 Feb 2019 NewDay Ltd Not upheldBanking and creditMr C complains that NewDay Limited won’t refund to him the money that he paid for a laptop computer. His complaint is made against NewDay under section 75 of the Consumer Credit Act 1974. backgroundMr C used his NewDay credit card in October 2016 to pay £574.97 for ... (2 pages)View decision -
Decision Reference DRN-3735821
11 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3735821 The complaint The estate of Mr W complains about issues adding a power of attorney to the late Mr W’s account with NewDay Ltd (“NewDay”). The estate of Mr W is being represented by his daughter. What happened Before Mr W sadly died, Mr W’s daughter was in the process of adding ... (2 pages)View decision -
Decision Reference DRN3574305
7 May 2020 NewDay Ltd UpheldBanking and creditMrs Y complains that NewDay Ltd won’t refund a payment made using her credit card details. She says she neither made nor authorised the payment.backgroundMrs Y has explained that, in November 2017, her husband’s eBay account was used to buy an iPad costing £299. Payment for the iPad was ma... (2 pages)View decision -
Decision Reference DRN-5399005
23 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5399005 The complaint Mrs K complains NewDay Ltd unfairly declined her section 75 Consumer Credit Act 1974 (CCA) claim for wood flooring that she says was misdescribed. What happened On 1 July 2024, Mrs K called an online flooring supplier (which I’ll call “S”) to ask about oak flo... (4 pages)View decision -
Decision Reference DRN4022248
23 Feb 2016 NewDay Cards Ltd Not upheldBanking and creditMr K complains that NewDay Cards Limited will not refund to him the £3,000 arrangement fee that he paid for an investment in a land development. His complaint is made against NewDay under section 75 of the Consumer Credit Act 1974. backgroundMr K used his NewDay credit ca... (2 pages)View decision -
Decision Reference DRN8016030
18 Feb 2020 NewDay Ltd UpheldBanking and creditMr M complains that NewDay Ltd is holding him responsible for the borrowing on a credit card account he says he didn’t apply for.backgroundThe application for the credit card was made on 30 March 2018 and a card and PIN sent out. On 18 April 2018 Mr M contacted NewDay to say he had receive... (3 pages)View decision