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-3821713
6 Feb 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3821713 The complaint Mrs N complains about how NewDay Ltd responded to a claim she made about a purchase on her credit card. What happened Mrs N bought tickets for a concert from a ticket agency (‘the supplier’) using her NewDay credit card. The concert was due to take place in August... (3 pages)View decision -
Decision Reference DRN-5222876
27 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5222876 The complaint Mr S complains that NewDay Limited declined his applications for a credit card. What happened Mr S made multiple applications to NewDay for a credit card account which were declined, even though he has two active credit card accounts with NewDay. He complained ... (2 pages)View decision -
Decision Reference DRN-4956313
10 Aug 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4956313 The complaint Mr A complains that NewDay Ltd trading as Aqua was irresponsible when it offered him two credit card accounts. Mr A has brought his complaint to us via a representative but I’ll refer to him throughout for simplicity. What happened NewDay opened a credit car... (4 pages)View decision -
Decision Reference DRN-3111527
29 Oct 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3111527 The complaint Mr G complains NewDay Ltd (NewDay) provided poor customer service and failed to send him his credit card statements, resulting in late fees being charged to his credit card account. What happened Mr G says in November 2020 charges were made to his credit card acco... (3 pages)View decision -
Decision Reference DRN0114071
12 Aug 2019 NewDay Ltd Not upheldBanking and creditMr D complains that although NewDay Ltd has passed his debt to a collection agency, it’s still asking him for money. He doesn’t want to be charged interest, and he doesn’t want to be charged twice.backgroundMr D contacted us because he thought something had gone wrong with payments to a cr... (2 pages)View decision -
Decision Reference DRN4487750
9 Aug 2017 NewDay Ltd Not upheldBanking and creditMrs D complains that NewDay Ltd failed to contact her when lots of transactions were processed on her card over a very short period of time.backgroundMrs D found out that her account had a large balance when she received a text telling her that her credit limit ha... (2 pages)View decision -
Decision Reference DRN-5349124
20 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5349124 The complaint Mr G complains that NewDay Ltd irresponsibly lent to him. Mr G is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr G himself. What happen... (2 pages)View decision -
Decision Reference DRN-1672717
20 Apr 2020 NewDay Ltd UpheldBanking and PaymentsDRN-1672717The complaintMr A complains that NewDay Ltd didn’t change the due date for his credit card payments after he’d requested this several times. What happenedIn July 2019, Mr A asked NewDay to change the due date for his credit card payments. He said he’d been out of work and had re... (2 pages)View decision -
Decision Reference DRN-4832499
1 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4832499 The complaint Mr M complained that a payment he made to his NewDay Ltd (“NewDay”) credit card account went missing. What happened Mr M made a payment of £75 to NewDay on 22 March 2023, but the money never reached his NewDay credit card account. Mr M says that he contacted NewDa... (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
