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-5906015
2 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5906015 The complaint Mr L complains that he received his monthly statements from NewDay Ltd after the payment due date. What happened Mr L opened a John Lewis credit card account with NewDay in September 2022. At the time of opening the account Mr L registered for online access. Mo... (2 pages)View decision -
Decision Reference DRN-5349124
20 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5349124 The complaint Mr G complains that NewDay Ltd irresponsibly lent to him. Mr G is represented by a claims management company 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 G himself. What happen... (2 pages)View decision -
Decision Reference DRN-3134842
4 Jan 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3134842 The complaint Miss C is unhappy that NewDay Ltd wouldn’t give her a payment holiday on her account or provide her with the means to enable a cash payment to be made. What happened Miss C contacted NewDay in August 2019 because she was struggling to meet the contractual payments... (3 pages)View decision -
Decision Reference DRN-1059615
4 Mar 2020 NewDay Ltd UpheldConsumer CreditDRN-1059615The complaintMs W complains that NewDay Limited failed to credit to her account a payment she sent to it by cheque. What happenedMs W had a credit account with NewDay. In December 2018 she sent NewDay a cheque for £250 to reduce the amount she owed it. In accordance with NewDay’... (3 pages)View decision -
Decision Reference DRN-3574525
4 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3574525 The complaint Mrs K complains NewDay Ltd (NewDay) irresponsibly increased the credit limits on her three credit card accounts. What happened Mrs K held three credit card accounts with NewDay under different brand names. Mrs K says despite the fact she had been in persistent deb... (4 pages)View decision -
Decision Reference DRN8462197
9 Nov 2015 NewDay Ltd Not upheldBanking and creditMr M complains that NewDay Ltd cancelled his direct debit which meant he fell behind in his payments. He wants NewDay to remove the adverse entries it has registered on his credit file.backgroundMr M took out a fixed term loan in 2012. NewDay took over the loan ... (2 pages)View decision -
Decision Reference DRN-4433743
18 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4433743 The complaint Mr H is unhappy with how NewDay Ltd trading as Marbles card (“NewDay”) handled a claim he made about a transaction on his credit card. What happened Mr H was purchasing flights with his NewDay credit card on 2 July 2023. Mr H said his computer got hacked and the f... (3 pages)View decision -
Decision Reference DRN-2515599
16 Feb 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2515599 The complaint Miss O is unhappy that NewDay Ltd sent her account to a debt collection agency and recorded a default against her credit file. What happened Miss O had a credit card administered by NewDay which had a credit limit of £3,000. The credit card benefited from a 0% int... (4 pages)View decision -
Decision Reference DRN-3566005
1 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3566005 The complaint Miss M complains that NewDay Ltd lent irresponsibly when it approved two credit cards in her name and went on to increase the credit limit. What happened In August 2016 Miss M applied for an Aqua credit card with NewDay. Miss M said she was a tenant, single and a... (3 pages)View decision -
Decision Reference DRN-4516734
5 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4516734 The complaint Mr W complains that NewDay Ltd trading as Aqua was irresponsible when it offered him credit and later increased his credit limit. Mr W bought his complaint via a representative but I will refer to him throughout for simplicity. What happened NewDay opened a credit... (3 pages)View decision