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 2421 results
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Decision Reference DRN7287284
17 Jun 2016 NewDay Ltd UpheldBanking and creditMr H thinks that NewDay Ltd should have provided him with more help than it did when he told it that he was having financial difficulties and struggling to meet the monthly payments on his credit card.backgroundMr H has had a credit card with NewDay since 2008. H... (2 pages)View decision -
Decision Reference DRN9175135
12 Sep 2017 NewDay Ltd UpheldBanking and creditMs S complains that NewDay Ltd has charged her interest although she was supposed to be getting an interest free balance transfer.background NewDay said that Ms S had an interest free offer on her card account for a year from early January 2016. The interest free... (2 pages)View decision -
Decision Reference DRN-3686912
7 Sep 2022 NewDay Ltd UpheldInsuranceDRN-3686912 The complaint Miss S complained that her credit card payment protection insurance (“PPI”) policy was cancelled in 2019 without her consent, and that NewDay Ltd (“NewDay”) did not comply with her request to reinstate the policy. Miss S also said that because of the cancellation,... (4 pages)View decision -
Decision Reference DRN-5632894
17 Jul 2025 NewDay Ltd Not upheldConsumer CreditDRN-5632894 The complaint Mrs B complains that NewDay Ltd trading as AO Finance (NewDay) acted irresponsibly in agreeing to credit she said was unaffordable for her. What happened In December 2021 Mrs B applied for a revolving credit facility with NewDay. Her application was successful ... (3 pages)View decision -
Decision Reference DRN-5770862
22 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5770862 The complaint Mr C complains about the way NewDay Ltd handled his request for a refund. What happened In September 2024, Mr C contacted NewDay to raise a dispute for a transaction he made on his NewDay credit card in June 2024 for £779. This was for issues he experienced dur... (2 pages)View decision -
Decision Reference DRN-3953914
14 Feb 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3953914 The complaint Mr W says that NewDay Ltd (who I’ll call “NewDay”) were unreasonable not to process a chargeback claim or to progress a claim under section 75 of the Consumer Credit Act (“section 75”) for him. What happened The details of this complaint are well known to both par... (2 pages)View decision -
Decision Reference DRN-4697556
30 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4697556 The complaint Mr F complains NewDay Ltd trading as Fluid treated him unfairly in respect of a credit card account after he suffered financial difficulties due to health conditions. What happened Mr F holds a credit card account with NewDay. Unfortunately, due to physical and... (5 pages)View decision -
Decision Reference DRN-3725240
29 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3725240 The complaint Mr H complains NewDay Ltd (NewDay) having agreed he could make an overpayment to his credit card account for a car purchase, then refused the transaction and took over a month to return the funds to his bank account. What happened Mr H says he telephoned NewDay in... (3 pages)View decision -
Decision Reference DRN-5415838
3 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5415838 The complaint Miss C complains that NewDay Ltd (NewDay) were insensitive and unsupportive when she was vulnerable following the loss of her parents. What happened Miss C called NewDay on 14 February 2024 and told them her parents had died and that she’d been made homeless. S... (3 pages)View decision -
Decision Reference DRN-5267625
16 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5267625 The complaint Mrs R complains that NewDay Ltd trading as Aquacard (NewDay) was irresponsible to open a credit account for her and to later increase the credit limit. Mrs R has brought her complaint via a representative but I will refer to her throughout for simplicity. Wha... (5 pages)View decision
