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-4397082
12 Oct 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4397082 The complaint Mr B complains that NewDay Ltd trading as Pulse allowed him to carry out a balance transfer to his wife’s credit card and then didn’t assist when he informed it of the mistake. What happened Mr B has a credit card account with NewDay. On 12 January 2023, he comple... (3 pages)View decision -
Decision Reference DRN-4569546
4 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4569546 The complaint Miss N complains that NewDay Ltd was irresponsible in its lending to her. What happened Miss N was provided with three credit cards by NewDay. An Opus credit card in April 2018 with an initial credit limit of £600 which was then increased on three occasions result... (3 pages)View decision -
Decision Reference DRN-2382591
3 Dec 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2382591 The complaint Mr M complains that NewDay Ltd trading as Marbles increased his credit limit, lending him money irresponsibly, and he couldn’t afford to pay it back. What happened Mr M said he had a job when he applied for a credit card with NewDay, but then he became a student. ... (4 pages)View decision -
Decision Reference DRN-5970275
11 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5970275 The complaint Mr N complains about the way NewDay Ltd (“NewDay”) dealt with his attempt to pay his credit card balance with a bill of exchange. What happened Aside from setting out Mr N’s complaint, I won’t repeat all the facts of the case here, as those aren’t in dispute. ... (4 pages)View decision -
Decision Reference DRN-5685031
16 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5685031 The complaint Ms N complaints NewDay Ltd trading as Debenhams (“NewDay”) irresponsibly lent to her. What happened In November 2017 Ms N applied for a credit card with NewDay in store. The application was accepted and she was provided with an initial limit of £500. The cred... (4 pages)View decision -
Decision Reference DRN7610231
29 Jun 2016 NewDay Ltd UpheldBanking and creditMrs and Mr C complain that NewDay Ltd failed to carry out the chargeback process when flights they booked through an agent were debited twice from their credit card. backgroundWhen Mrs and Mr C received their credit card statement on 24 August 2015 and saw they had... (2 pages)View decision -
Decision Reference DRN-3718104
21 Oct 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3718104 The complaint Mr D complains that NewDay Ltd irresponsibly gave him a credit card account that he couldn’t afford. What happened Mr D took out a credit card whilst he was a student and working part time. Mr D feels he was pressured into taking out the credit. He feels the lendi... (2 pages)View decision -
Decision Reference DRN-5513770
19 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5513770 The complaint Mrs H complains that NewDay Ltd, trading as Aqua, lent to her irresponsibly in relation to a credit card account. In bringing her complaint, Mrs H is supported by a representative. For ease, though, I’ll only refer to Mrs H throughout. What happened In March ... (3 pages)View decision -
Decision Reference DRN-1399964
5 Mar 2020 NewDay Ltd UpheldBanking and PaymentsDRN-1399964 The complaint Mr L complains about a default that was recorded on his credit file by NewDay Ltd (“NewDay”). What happenedMr L held a credit card account with NewDay. In July 2017 the account fell into arrears and NewDay sent a default notice soon after. That default notice stat... (3 pages)View decision -
Decision Reference DRN8027793
28 Sep 2018 NewDay Ltd UpheldBanking and creditMr C complains that it was irresponsible for NewDay Ltd (NewDay) to give him a credit card and then regularly increase his limit without checking he could afford it. backgroundMr C opened a credit card account with NewDay in late 2013, and was given a credit lim... (3 pages)View decision