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-5898948
7 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5898948 The complaint Mr M is unhappy with the service provided to him by NewDay Ltd trading as Marbles (NewDay) in respect of his credit card account. What happened Mr M brought his complaint to our service for investigation and said he’d encountered various issues in respect of h... (3 pages)View decision -
Decision Reference DRN-5931390
7 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5931390 The complaint Mr U complaints that NewDay Ltd trading as Aqua gave him a credit card and subsequent limit increases he couldn’t afford to repay. What happened In March 2024 Aqua gave Mr U a credit card with a limit of £1,200. This was increased to £2,450 in July 2024 and it ... (4 pages)View decision -
Decision Reference DRN-5935310
7 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5935310 The complaint Mr W complains that NewDay Ltd trading as Aqua irresponsibly provided him with a credit card. Mr W is supported in bringing this complaint by a representative. But for ease of reading, I’ll refer to actions and submissions as being those of Mr W himself. What... (5 pages)View decision -
Decision Reference DRN-5906439
7 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5906439 The complaint Miss W complains that NewDay Ltd trading as Aqua irresponsibly lent to her. Miss W 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 Miss ... (5 pages)View decision -
Decision Reference DRN-5931368
6 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5931368 The complaint Mr W complains that NewDay Ltd irresponsibly lent to him. What happened Mr W was approved for a NewDay branded credit card in March 2019 (which I will refer to as A in this decision), with a £900 credit limit. I have detailed the credit limit increases for A be... (6 pages)View decision -
Decision Reference DRN-5928537
5 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5928537 The complaint Miss H complains NewDay Ltd (NewDay) failed to carry out proper affordability checks before it increased the credit limits on her credit card account. What happened Miss H says NewDay approved a credit card account for her in October 2020 with a limit of £600, ... (4 pages)View decision -
Decision Reference DRN-5823814
5 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5823814 The complaint Miss S complains NewDay Ltd trading as John Lewis Partnership (NewDay) shouldn’t have approved a credit card account for her. What happened Miss S says NewDay approved a credit card account for her in November 2022 with a limit of £700 at a time when she was ha... (3 pages)View decision -
Decision Reference DRN-5766871
4 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5766871 The complaint Miss B complains that NewDay Ltd lent to her irresponsibly and increased the interest rate on her account unfairly. What happened On 16 September 2021, Miss B applied for and received a credit card with NewDay. She was given an initial credit limit of £1,200 wh... (6 pages)View decision -
Decision Reference DRN-5441293
3 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5441293 The complaint Mr W complains that NewDay Ltd (“NewDay”) lent to him irresponsibly when it provided him with a credit card account and subsequent credit limit increases. For ease of reference, I will refer to Mr W when referring to both him and his representative. What happ... (3 pages)View decision -
Decision Reference DRN-5682865
3 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5682865 The complaint Miss D complains NewDay Ltd trading as Aqua (“NewDay”) irresponsibly lent to her. What happened In May 2018 Miss D applied for a credit card with NewDay. The application was accepted and she was provided with an initial limit of £900. The credit limit fluctuat... (3 pages)View decision