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 2660 results
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Decision Reference DRN-6054982
18 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6054982 The complaint NewDay Ltd, trading as Debenhams, provided Miss B with a credit card in 2019. It had a credit limit of £500. Debenhams then increased the credit limit as follows: Credit Limit Increase (CLI) New Limit Effective date CLI one £1,500January 2020 CLI two £3,000Aug... (3 pages)View decision -
Decision Reference DRN-5449924
18 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5449924 The complaint Mr P complains NewDay Ltd trading as Aqua (NewDay) missed red flags and indications of clear financial distress when approving him for a credit card and then going on to extend his credit limit without completing a thorough assessment of his financial situation... (7 pages)View decision -
Decision Reference DRN-6060058
18 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6060058 The complaint Mr J complains that NewDay Ltd trading as Aqua irresponsibly lent to him. What happened Mr J was approved for an Aqua credit card in August 2020, with a £300 credit limit. The credit limit was increased a further five times; in December 2020 (to £1,300), April ... (6 pages)View decision -
Decision Reference DRN-6064434
17 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6064434 The complaint Mr D complains that NewDay Ltd, trading as BIP, lent to him irresponsibly, and then increased the credit limit on the account, without carrying out proper affordability checks. He would like all the interest and charges associated with the credit card account r... (3 pages)View decision -
Decision Reference DRN-5872052
17 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5872052 The complaint Mr H complains that NewDay Ltd (trading as Pulse) defaulted his account without notifying him. What happened Mr H says he contacted Pulse about his health condition, and, following reassurance that he shouldn’t worry, it sent no further correspondence until he... (3 pages)View decision -
Decision Reference DRN-6052061
17 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6052061 The complaint Mr I complains that NewDay Ltd trading as BIP (NewDay), lent to him irresponsibly when offering five credit limit increases to his account. What happened Mr I opened a BIP account with NewDay and was then offered and accepted five credit limit increases as sho... (5 pages)View decision -
Decision Reference DRN-6152140
17 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6152140 The complaint Mr G complains that NewDay Ltd trading as Fluid Credit Card lent irresponsibly when it approved his credit card application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr G applied ... (3 pages)View decision -
Decision Reference DRN-5919123
16 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5919123 The complaint Ms G is complaining about transactions to a third party (G) which she believes were unauthorised. Ms G’s husband, Mr H, has also provided information throughout this complaint on her behalf – however for ease throughout this decision I will be referring to Ms G... (4 pages)View decision -
Decision Reference DRN-6000399
16 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6000399 The complaint Mrs S complains NewDay Ltd (NewDay) acted irresponsibly when it approved a credit card account for her and subsequently increased the credit limits on the account. What happened Mrs S says NewDay approved a credit card account for her in October 2018 and during... (4 pages)View decision -
Decision Reference DRN-5948197
16 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5948197 The complaint NewDay Ltd trading as Marbles provided Mr L with a credit card on 20 November 2017. It had a credit limit of £300 which didn’t change. Mr L says Marbles acted irresponsibly when it gave him the card. What happened The details of this complaint are well-known t... (2 pages)View decision