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-5806635
31 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5806635 The complaint Mr W complains that NewDay Ltd, trading as Aqua, didn’t refund a payment he made using his credit card. What happened Mr W arranged for a merchant – which I’ll refer to as “D” – to undertake repairs to his van; in short, the diesel particulate filter (“DPF”) w... (4 pages)View decision -
Decision Reference DRN-5859341
30 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5859341 The complaint Mr D complains NewDay Ltd trading as John Lewis Partnership Credit Card (‘NewDay’) lost a payment he made to his credit card for several days, after he’d used their app. Mr D seeks further compensation to put things right. What happened Mr D was very unhappy th... (3 pages)View decision -
Decision Reference DRN-5647203
30 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5647203 The complaint Mr S complains that NewDay Ltd trading as Argos Classic Credit Card (Argos) irresponsibly lent to him. What happened Mr S was approved for an Argos credit card in April 2020, with a £450 credit limit. The credit limit was increased in August 2020 (to £1,000), i... (4 pages)View decision -
Decision Reference DRN-5707977
28 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5707977 The complaint Ms D complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved her credit card application and later increased the limit. What happened Ms D applied for a Fluid credit card in November 2018. In her application, Ms D said she was employed w... (3 pages)View decision -
Decision Reference DRN-5751682
24 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5751682 The complaint Mrs S complained because NewDay Ltd, trading as John Lewis Partnership Card, refused to refund her for a transaction which she said she hadn’t authorised. What happened On 4 December 2024, Mrs S saw a pending transaction for £829.84 on her credit card which sh... (3 pages)View decision -
Decision Reference DRN-5659501
24 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5659501 The complaint Mrs R complains that NewDay Ltd irresponsibly lent to her. What happened Mrs R was approved for a NewDay branded credit card in September 2022 (which I will refer to as A in this decision), with a £300 credit limit. I have detailed the credit limit increases fo... (4 pages)View decision -
Decision Reference DRN-5588312
23 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5588312 The complaint Miss W believes NewDay Ltd trading as Fluid (‘NewDay’) acted irresponsibly when it approved her credit card application. What happened In August 2021 Miss W applied and was accepted for a credit card with NewDay. This application was approved with a credit lim... (7 pages)View decision -
Decision Reference DRN-5885347
23 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5885347 The complaint Miss S complains that NewDay Ltd, trading as Marbles, lent to her irresponsibly. What happened Miss S held a credit card with NewDay; I’ve set out the lending history below: Date Event Limit (£) 1 August 2021 Account opened £25012 August 2022 Credit Limit Inc... (4 pages)View decision -
Decision Reference DRN-5882049
23 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5882049 The complaint Mr W says NewDay Ltd trading as Marbles (‘NewDay’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a credit card. He says that if NewDay had made better checks it would have seen that he ... (3 pages)View decision -
Decision Reference DRN-5901577
23 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5901577 The complaint Ms G complains that NewDay Ltd has blocked the use of her credit facility on two separate occasions, which has caused her a loss. What happened Ms G says she has a rewards card, so when she uses the card for certain transactions, she receives rewards. Ms G sa... (3 pages)View decision