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-3423722
25 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3423722 The complaint Mrs W complains that NewDay Ltd (“NewDay”), trading as Aqua, irresponsibly granted her credit that she couldn’t afford to repay. What happened NewDay approved a credit card application for Mrs W in November 2017. The credit limit was set at £900 and was never incr... (2 pages)View decision -
Decision Reference DRN-4868411
30 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4868411 The complaint Mrs E complains that she was unable to make a 0% balance transfer from another lender to clear a credit card she held with NewDay Ltd trading as Fluid. What happened Mrs E holds a Fluid credit card with NewDay. She was unhappy that the interest rate applicable ... (3 pages)View decision -
Decision Reference DRN-2177670
28 Sep 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-2177670The complaintMs G complains that NewDay Ltd unfairly reduced her credit card account limit which caused financial difficulties. What happenedMs G says she made a large payment towards her credit card debt but NewDay then reduced her credit limit. She says that was unfair and cau... (2 pages)View decision -
Decision Reference DRN5857122
18 Dec 2018 NewDay Ltd UpheldBanking and creditMr C says that – despite complaining many times – it took NewDay Ltd (NewDay) a year to stop sending him text messages about its services.backgroundMr C kept getting text messages from NewDay promoting services he wasn’t interested in. Over a period of a year he comp... (2 pages)View decision -
Decision Reference DRN-2846050
15 Jun 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2846050 The complaint Mr A complains that NewDay Ltd trading as Marbles is holding him responsible for a credit card balance. What happened Mr A has a credit card account with NewDay. He explains that in December 2018 he went to prison. And that he had contacted NewDay to tell it this.... (2 pages)View decision -
Decision Reference DRN-3714916
4 Jan 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3714916 The complaint Mr L has complained that NewDay Ltd trading as Marbles irresponsibly lent to him. What happened Mr L opened a credit card account with NewDay (trading as Marbles) in April 2019. His credit limit was £250. In September 2019 it was increased to £1,500 and in Novembe... (2 pages)View decision -
Decision Reference DRN0365897
15 Jul 2015 NewDay Ltd UpheldBanking and creditMrs H complains about the way NewDay Ltd managed her credit card account. She says this has been confusing and it’s resulted in her being charged extra. Mr H has been acting as her representative and helped deal with this complaint.backgroundMrs H realised there might... (2 pages)View decision -
Decision Reference DRN-3571410
27 Jul 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3571410 The complaint Miss M complains that NewDay Ltd trading as Aqua (‘NewDay’) irresponsibly gave her a credit card account that she couldn’t afford. What happened In November 2017, Miss M applied for a credit card account with NewDay. She was given an initial credit limit of £300. ... (2 pages)View decision -
Decision Reference DRN-1764670
5 Jun 2020 NewDay Ltd Not upheldConsumer CreditDRN-1764670The complaintMrs W is unhappy that NewDay Ltd trading as Debenhams Storecard (“NewDay”) registered a default against her account with the credit reference agencies. What happenedMrs W was in arrears on her account due to some challenging personal circumstances. She wrote to NewD... (3 pages)View decision -
Decision Reference DRN9021262
30 Apr 2015 NewDay Ltd UpheldPayment protection insurance (PPI)Mr F complains that NewDay Ltd (“NewDay”) mis-sold him a payment protection insurance (“PPI”) policy alongside a credit card in 1999.Mr F says that he does not think that PPI is suitable for him as he is self-employed.backgroundOur adjudicator thought that the complaint s... (3 pages)View decision
