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 2568 results
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Decision Reference DRN-3745103
10 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3745103 The complaint Mrs K complains that NewDay Ltd MasterCard (NewDay) declined a credit card application. What happened In November 2021, Mrs K applied for a branded credit card from NewDay – with a limit of £10,000. NewDay declined the application. Mrs K complained. She accepts th... (3 pages)View decision -
Decision Reference DRN-4615657
12 Feb 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4615657 The complaint Mr H complains that NewDay Ltd didn’t provide the service it should have and didn’t treat him fairly when he was experiencing financial difficulties. What happened Mr H contacted NewDay to ask for some breathing space on his account explaining that he wasn’t recei... (3 pages)View decision -
Decision Reference DRN0128899
18 Feb 2019 NewDay Ltd UpheldBanking and creditMrs G complains that NewDay Ltd mistakenly told her that she didn’t have to make a credit card payment after it failed to collect her direct debit. background Mrs G has a NewDay credit card and repays the full outstanding balance each month. In August 2018 a payment of ... (2 pages)View decision -
Decision Reference DRN-5382821
10 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5382821 The complaint Mr L complains that NewDay Ltd irresponsibly lent to him. Mr L is represented by a solicitor’s firm 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 L himself. What happened Mr L w... (6 pages)View decision -
Decision Reference DRN-5841075
27 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5841075 The complaint Mr S complains that NewDay Ltd irresponsibly provided him with credit. What happened My decision here focusses on three of Mr S’ accounts (the “Amazon”, “Argos” and “AO” brands); the remaining accounts are subject to another complaint – for which I’ll issue a ... (4 pages)View decision -
Decision Reference DRN-5873242
10 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5873242 The complaint Mr B complains that NewDay Ltd acted irresponsibly when they agreed to a credit card account and subsequent credit limit increases. In bringing his complaint Mr B is represented by a third party. For ease of reading I will only refer to Mr B in my decision. Wha... (5 pages)View decision -
Decision Reference DRN-4743351
26 Apr 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4743351 The complaint Ms Y complains that NewDay Ltd, trading as Pulse Mastercard, continue to hold her liable for a debt which she considers to be settled. Specifically, Ms Y says she made NewDay a full and final settlement offer, which it accepted by cashing her cheque. So, it should... (3 pages)View decision -
Decision Reference DRN-3699641
13 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3699641 The complaint Mrs S complains that NewDay Ltd lent to her irresponsibly. She says the lending was unaffordable for her. What happened Mrs S took out a credit card with NewDay, branded as ‘Aqua’, in April 2018. It had an initial credit limit of £450. In September 2018, Mrs S to... (3 pages)View decision -
Decision Reference DRN-3452817
28 Apr 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3452817 The complaint Mr D complains NewDay Ltd lent him money on two credit cards irresponsibly when he was in financial hardship. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elements below, and the... (3 pages)View decision -
Decision Reference DRN-5709596
6 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5709596 The complaint Mr D complains, that NewDay Ltd (“NewDay”) gave him a credit card and then increased his credit limit when he couldn’t afford it. What happened I’ve summarised Mr D’s card approval and credit limit increases in the table below. Date Event Credit limit Increase... (3 pages)View decision