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-5551845
12 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5551845 The complaint In summary, Mr M complains that NewDay Ltd, irresponsibly provided him with two credit cards he says he couldn’t afford. He also says it shouldn’t have allowed him to make payments to certain merchants, because they were gambling transactions. He asks for compe... (7 pages)View decision -
Decision Reference DRN-5607278
2 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5607278 The complaint Ms B complains NewDay Ltd Trading as Fluid (NewDay) failed to carry out sufficient financial checks before it approved a credit card account for her. What happened Ms B says she applied for a credit card with NewDay around three years ago at a time when she was... (3 pages)View decision -
Decision Reference DRN-1563992
7 May 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1563992The complaintMiss H complains that NewDay Ltd ("NewDay") unfairly closed her account and added non- payment markers to her credit file. What happenedMiss H had an account with NewDay. In July 2019, the balance on the account exceeded the agreed limit. As no payments ha... (2 pages)View decision -
Decision Reference DRN-3065610
29 Sep 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3065610 The complaint Mr M complains that he was given misleading information by NewDay Ltd. What happened Mr M says NewDay agreed a six-month payment plan with him and said he needed to make a payment by 25 July 2019. He says he did so and made the required six payments but NewDay tol... (2 pages)View decision -
Decision Reference DRN-5827272
17 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5827272 The complaint Mr D complains that NewDay Ltd didn’t carry out appropriate affordability checks and lent to him irresponsibly when it increased credit limits on his three credit card accounts. What happened The detailed background to this complaint is well known to both parti... (3 pages)View decision -
Decision Reference DRN3550806
20 Oct 2020 NewDay Ltd UpheldBanking and creditMrs W complains on behalf of the estate of Mr W. She says that New Day Ltd (trading as Debenhams Mastercard) irresponsibly provided a credit card facility to her late father. Mrs W also says NewDay provided poor customer service during the complaint process. background In June 2015, NewDay... (3 pages)View decision -
Decision Reference DRN-3116470
21 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3116470 The complaint Miss B complains that NewDay Ltd irresponsibly lent to her. What happened Miss B was approved for three NewDay credit cards which I will refer to as A, B and C. NewDay increased the credit limits on all three cards, which I have detailed below. Card A – approved A... (6 pages)View decision -
Decision Reference DRN-5179098
16 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5179098 The complaint Mr K complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. He wants all interest and charges refunded along with statutory interest and any adverse information recorded on his credit file removed. Mr K is represented by a third part... (3 pages)View decision -
Decision Reference DRN3782972
17 Apr 2014 NewDay Ltd Not upheldBanking and creditMrs F complains that NewDay Ltd (formerly Progressive Credit) increased the interest rate on her credit card without telling her. She’s also unhappy at the way NewDay handled her concerns.our initial conclusionsOur adjudicator wasn’t satisfied NewDay had given proper notice of the... (2 pages)View decision -
Decision Reference DRN-3574816
30 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3574816 The complaint Mr R complains that NewDay Ltd (“NewDay”), trading as Marbles, irresponsibly granted him credit that he couldn’t afford to repay. What happened NewDay approved a credit card application for Mr R in April 2016. They initially provided a credit limit of £900 but the... (2 pages)View decision