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 2101 results
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Decision Reference DRN-3273241
17 Feb 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3273241 The complaint Mrs A complains that NewDay Cards Ltd (“NewDay”) increased the APR on her card without giving her notice. She says she’s in financial difficulties but that NewDay won’t discuss it with her and that she’s received poor customer service. What happened Mrs A opened a... (2 pages)View decision -
Decision Reference DRN-3592167
18 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3592167 The complaint Miss B complains that NewDay Ltd didn’t refund a payment she made. What happened In November 2021, Miss B attended a photoshoot with a company I’ll call “T”. Miss B had paid a £50 refundable deposit to secure her place following an application she made to be asses... (3 pages)View decision -
Decision Reference DRN-4433743
18 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4433743 The complaint Mr H is unhappy with how NewDay Ltd trading as Marbles card (“NewDay”) handled a claim he made about a transaction on his credit card. What happened Mr H was purchasing flights with his NewDay credit card on 2 July 2023. Mr H said his computer got hacked and the f... (3 pages)View decision -
Decision Reference DRN-4609005
8 Feb 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4609005 The complaint Mr P complains that NewDay Ltd trading as Pulse didn’t provide him the service it should have when he wanted to make a balance transfer from his NewDay credit card. What happened Mr P had a credit card with a 0% APR that was moved to a Pulse card managed by NewDay... (3 pages)View decision -
Decision Reference DRN-2920207
28 Jul 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2920207 The complaint Miss W is unhappy that NewDay Ltd increased the credit limit on her account when such a credit limit increase wasn’t affordable for her. What happened Miss W held a credit account with NewDay with a credit limit of £300. In February 2020, NewDay wrote to Miss W to... (3 pages)View decision -
Decision Reference DRN-4569083
22 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4569083 The complaint Ms S complains that NewDay Ltd acted irresponsibly in lending her three credit card accounts. What happened Ms S took out three credit cards with NewDay in between September 2018 and March 2022. The limits of those accounts were varied as follows: Date Aqua credit... (7 pages)View decision -
Decision Reference DRN9375315
13 Mar 2019 NewDay Ltd Not upheldBanking and creditMr S complains that NewDay Ltd lent irresponsibly when it approved a credit card in 2015. Mr S also complains that he didn’t know a default had been applied in 2016. backgroundMr S applied for a NewDay credit card in 2015 and it was approved. In August 2016 Mr S m... (2 pages)View decision -
Decision Reference DRN-3125371
28 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3125371 The complaint Mrs B complains that NewDay Ltd had failed to assist her with a chargeback, to refund money for goods which never arrived. What happened Mrs B told us that she placed an order with an online retailer in July 2020. The retailer took a payment of £85.97 straight aw... (4 pages)View decision -
Decision Reference DRN-3134842
4 Jan 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3134842 The complaint Miss C is unhappy that NewDay Ltd wouldn’t give her a payment holiday on her account or provide her with the means to enable a cash payment to be made. What happened Miss C contacted NewDay in August 2019 because she was struggling to meet the contractual payments... (3 pages)View decision -
Decision Reference DRN-2722735
29 Mar 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2722735 The complaint Miss O is complaining about irresponsible lending by NewDay Ltd. What happened In March 2016, Miss O applied for a credit card with NewDay. Her application was successful and NewDay initially set a £100 credit limit. In June 2016, NewDay increased Miss O’s credit ... (4 pages)View decision
