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 2092 results
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Decision Reference DRN-3084140
29 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3084140 The complaint Mrs C is unhappy that NewDay Ltd approved her for credit at times when the credit wasn’t affordable for her. Mrs C is also unhappy that NewDay transferred one of her accounts to a debt collection company. What happened Mrs C has a number differently branded NewDay... (5 pages)View decision -
Decision Reference DRN6851850
28 Nov 2017 NewDay Ltd UpheldBanking and creditMr O complains about the way NewDay Ltd trading as Aqua (“NewDay”) dealt with his credit card account after he told them he was in financial difficulties.backgroundOn 12 June 2017 Mr O contacted NewDay and told them he was in financial difficulties. After going th... (2 pages)View decision -
Decision Reference DRN-3168008
9 May 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3168008 The complaint Miss C is unhappy that NewDay Ltd increased the credit limit on her credit account on several occasions, all of which she feels were unaffordable for her at those times. What happened In March 2018, Miss C applied for a NewDay administered credit account. Her appl... (3 pages)View decision -
Decision Reference DRN-4818143
13 Jun 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4818143 The complaint Miss J is unhappy about a default that NewDay Ltd trading as Marbles (NewDay) has applied to her credit file. What happened In January 2018, Miss J’s account with NewDay fell into arrears. It sent her a default notice in July 2018 advising that if payment were not... (2 pages)View decision -
Decision Reference DRN-4324154
5 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4324154 The complaint Mr S is unhappy with how NewDay Ltd (NewDay) handled his chargeback claim following a transaction he disputed. Mr S says NewDay didn’t respond to him and failed to provide any advice after the chargeback process was completed. What happened Mr S had solar panels i... (3 pages)View decision -
Decision Reference DRN-2800414
17 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2800414 The complaint Ms K complains that NewDay Ltd lent irresponsibly when it approved two credit cards and increased her credit limit. What happened Ms K applied for a credit card (card 1) with NewDay in October 2016 and was given a £500 credit limit. In Ms K’s application, she told... (3 pages)View decision -
Decision Reference DRN-4773018
25 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4773018 The complaint Mrs B complains about the credit limit of her NewDay Ltd trading as John Lewis Partnership Card credit card. What happened Mrs B has explained that she’s held accounts with John Lewis for many years. Mrs B had a credit card that had a limit of £6,700 operated by J... (2 pages)View decision -
Decision Reference DRN0092896
11 Mar 2020 NewDay Ltd UpheldBanking and creditMrs C complains that NewDay Ltd blocked her credit card account.background Mrs C says she tried to pay for flights with her NewDay credit card but the transaction was declined. She says she spoke to NewDay about what had happened and was told a block had been applied some four months earli... (2 pages)View decision -
Decision Reference DRN-3468732
9 May 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3468732 The complaint Mr D is unhappy that NewDay Ltd didn’t set up payment holidays on his accounts when he first requested them and that NewDay then reported missed payments on his account to the credit reference agencies. Mr D is also unhappy that NewDay later defaulted his accounts... (6 pages)View decision -
Decision Reference DRN-3568944
1 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3568944 The complaint Mr T complains that NewDay Ltd lent irresponsibly when it approved credit card applications for its Aqua and Amazon accounts and later increased the credit limits. What happened The background to this complaint and my initial conclusions were set out in my provisi... (4 pages)View decision
