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 2527 results
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Decision Reference DRN-5822352
14 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5822352 The complaint Ms W complains about the outcome of a claim she made under section 75 of the Consumer Credit Act 1974 to NewDay Ltd trading as Debenhams Mastercard (“NewDay”). What happened In February 2020, Ms W entered a contract with a company I’ll call ‘C’ for spray foam i... (4 pages)View decision -
Decision Reference DRN-5908337
14 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5908337 The complaint Mr L complains that NewDay Ltd trading as Marbles closed his account unfairly. What happened Mr L opened a credit card account with NewDay in 2021. In April 2025 Mr L raised an irresponsible lending complaint, as he believed that when he opened the account in 2... (3 pages)View decision -
Decision Reference DRN-5845534
13 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5845534 The complaint Mrs S complains about the credit limit increases that were applied to her credit card account with NewDay Limited as she says that she has a low credit score and is struggling to pay her debts due to the interest that has been added to her account. What happene... (4 pages)View decision -
Decision Reference DRN-5934125
13 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5934125 The complaint Mrs M has complained about how NewDay Ltd trading as John Lewis Credit Card (NewDay) handled a refund claim she made to them. What happened Mrs M used her NewDay credit card to hire a furniture removal company I shall call ‘C’ for their services in February 202... (5 pages)View decision -
Decision Reference DRN-5940507
10 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5940507 The complaint Miss T complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved two credit card applications she made and increased the credit limit on one of the accounts. What happened The background to this complaint and my initial conclusions were set... (4 pages)View decision -
Decision Reference DRN-5940015
10 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5940015 The complaint Miss M complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and went on to increase the limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision... (3 pages)View decision -
Decision Reference DRN-5812049
10 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5812049 The complaint Mr Q, who is represented by a third party complains that NewDay Ltd (‘NewDay’), trading as Aqua, irresponsibly granted him a credit card account he couldn’t afford to repay. What happened Mr Q entered into an agreement with NewDay to have access to credit by w... (3 pages)View decision -
Decision Reference DRN-5873242
10 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5873242 The complaint Mr B complains that NewDay Ltd acted irresponsibly when they agreed to a credit card account and subsequent credit limit increases. In bringing his complaint Mr B is represented by a third party. For ease of reading I will only refer to Mr B in my decision. Wha... (5 pages)View decision -
Decision Reference DRN-5921584
10 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5921584 The complaint Mr T complains that NewDay Ltd trading as Aqua (NewDay) acted irresponsibly in opening a credit card account and to subsequent credit limit increases. What happened Around August 2021 Mr T applied for a revolving credit facility (credit card) with NewDay. His a... (4 pages)View decision -
Decision Reference DRN-5772371
10 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5772371 The complaint Mr M complains that NewDay Ltd trading as Fluid irresponsibly lent to him. What happened Mr M was approved for a Fluid credit card in February 2025, with a £2,500 credit limit. Mr M says that this was irresponsibly lent to him. Mr M made a complaint to Fluid, w... (2 pages)View decision