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 2113 results
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Decision Reference DRN-3076038
4 Nov 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3076038 The complaint Ms M complains that NewDay Ltd reversed a chargeback credit without telling her that was a possibility. What happened Ms M says she asked NewDay on 10 August 2020 to raise a claim for hotel accommodation she was unable to use as her flights had been cancelled. She... (3 pages)View decision -
Decision Reference DRN0592147
18 Feb 2019 NewDay Ltd UpheldPayment protection insurance (PPI)Mr L complains that he was mis-sold a payment protection insurance (PPI) policy when he took out a People’s Bank credit card in 2000. As NewDay Ltd (“NewDay”) has accepted responsibility for this complaint, I will refer to NewDay throughout the remainder of this dec... (5 pages)View decision -
Decision Reference DRN3017104
7 Mar 2018 NewDay Ltd UpheldBanking and creditMr B complains that NewDay Ltd caused him unnecessary embarrassment by blocking his card.background Mr B said that his card was refused when he was trying to use it at a local merchant near his home. He said he was well known in the area, and the refusal of his c... (2 pages)View decision -
Decision Reference DRN-2940840
4 Aug 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2940840 The complaint Mr C complains that NewDay Ltd irresponsibly allowed him to open two credit card accounts and also increased the credit limits which he says was unaffordable. What happened Mr C opened two NewDay credit card accounts which I will call “M” and “A”. He says the acco... (3 pages)View decision -
Decision Reference DRN-5213950
9 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5213950 The complaint Mr H is complaining that NewDay Limited trading as Marbles lent to him irresponsibly by providing him with, and then increasing the credit limit on, a credit card account. Mr H is represented in his complaint, but for ease I’ve written as if we’ve dealt directl... (4 pages)View decision -
Decision Reference DRN8195787
9 Jul 2019 NewDay Ltd Not upheldBanking and creditMr R complains that NewDay Ltd recorded a default on his credit file when he entered into a payment plan.backgroundMr R opened a credit card account with NewDay in October 2014. In August 2017 he contacted NewDay and told it he was experiencing financial hardship. Following this, NewDay se... (2 pages)View decision -
Decision Reference DRN-4194837
14 Nov 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4194837 The complaint Mrs M complains that NewDay Ltd trading as John Lewis Partnership Card (‘NewDay’) didn’t apply a refund to her credit card account. Mrs M says the failure to apply the refund caused additional interest to be applied to her card account. What happened Mrs M placed ... (2 pages)View decision -
Decision Reference DRN-2642735
2 Mar 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2642735 The complaint Mr M complains that NewDay Ltd (“NewDay”) irresponsibly lent to him across several credit cards which has caused him financial hardship and debts he cannot repay. What happened The background to this complaint is well known to both parties and has been detailed by... (2 pages)View decision -
Decision Reference DRN-3941834
25 May 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3941834 The complaint Miss B complains that NewDay Ltd lent to her irresponsibly when it agreed three credit card accounts for her and subsequent credit limit increases which she says were unaffordable for her circumstances. What happened Miss B applied for a credit card account (card ... (3 pages)View decision -
Decision Reference DRN-3041315
25 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3041315 The complaint Miss K complains NewDay Ltd has unfairly recorded adverse information with the credit reference agencies (“CRAs”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in detail. But in summary: - Miss K had... (3 pages)View decision
