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 DRN2985985
9 Nov 2018 NewDay Ltd UpheldBanking and creditMr T complains that NewDay Ltd failed to find a missing refund he was due, and handled his complaint about this poorly. He wants NewDay to pay him £100 for this.background Mr T was due a refund onto a credit card he held with NewDay. When it didn’t appear on his... (2 pages)View decision -
Decision Reference DRN-5098265
2 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5098265 Complaint Mr A has complained about credit cards and the associated credit limit increases which NewDay Ltd (“NewDay”) provided to him. He says the credit cards as well as the limit increases were irresponsibly provided. Background NewDay provided Mr A with two credit cards... (6 pages)View decision -
Decision Reference DRN-2242249
16 Oct 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2242249 The complaint Mr A complains that NewDay Ltd didn’t treat him fairly when he experienced financial difficulties. What happened Mr A had a credit card account with NewDay. He experienced financial difficulties after a change in his personal circumstances which impacted on his he... (5 pages)View decision -
Decision Reference DRN-5883650
22 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5883650 The complaint Miss I is unhappy that NewDay Ltd failed to follow an agreed enhanced security process on occasions when they contacted her. What happened The complaint circumstances are well known to both parties, so I don’t intend to list this chronologically and in detail.... (3 pages)View decision -
Decision Reference DRN-5447066
1 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5447066 The complaint Mrs F complains that NewDay Ltd trading as Fluid (‘NewDay’) increased the interest rate on her credit card account twice and didn’t give a valid reason for doing so. Mrs F’s also unhappy that NewDay didn’t engage with her concerns when she sent them letters by... (5 pages)View decision -
Decision Reference DRN-3841017
5 Dec 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3841017 The complaint Mr S complains that NewDay Ltd trading as Marbles (“NewDay”) was irresponsible when it increased his credit limit. What happened NewDay opened a credit card account for Mr S in April 2020 with a credit limit of £450. This type of credit was an open-ended or runnin... (4 pages)View decision -
Decision Reference DRN2525564
18 Jul 2017 NewDay Cards Ltd Not upheldBanking and creditMrs C complains about the length of time NewDay Cards Ltd has taken to credit a payment to her account. She’s also unhappy with the service it provided in relation to this.background On 21 February, Mrs C went into her bank and instructed it to make a payment towar... (2 pages)View decision -
Decision Reference DRN-4023089
14 Mar 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4023089 The complaint Mrs J complains that NewDay Ltd trading as Marbles (“NewDay”) was irresponsible when it offered her a credit facility and later increased her credit limit. What happened NewDay opened a credit card account for Mrs J in December 2020 with a credit limit of £900. Th... (3 pages)View decision -
Decision Reference DRN2448168
7 Sep 2017 NewDay Ltd UpheldBanking and creditMrs B complains that NewDay Ltd will no longer let her pay her store card using a credit card.backgroundMrs B has a store card. In 2014, the provider who manages the card changed, and NewDay took over. She said she was told that nothing would change. But Mrs B said... (3 pages)View decision -
Decision Reference DRN-3121562
21 Apr 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3121562 The complaint Miss W complained that NewDay Ltd lent irresponsibly when providing her with two credit cards. What happened Miss W applied for the first credit card online in August 2016. Her application data included that she was a part-time contractor earning £9,600 a year. Ne... (6 pages)View decision