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-5641776
23 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5641776 The complaint Mrs D complains that NewDay Ltd didn’t sufficiently check whether she could sustain the repayments before they agreed to lend to her. What happened In September 2020 Mrs D applied for a credit card with NewDay. Her application was successful and NewDay issued h... (4 pages)View decision -
Decision Reference DRN-5570474
22 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5570474 The complaint Mr R complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr R 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 Mr R hims... (3 pages)View decision -
Decision Reference DRN-5829520
19 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5829520 The complaint Mr H is unhappy that NewDay Ltd defaulted his account. What happened Mr H had a direct debit set up to make monthly payments to his NewDay account on the 19th of each month. But payments for July and August 2024 had been returned unpaid. On 10 September 2024,... (4 pages)View decision -
Decision Reference DRN-5772420
18 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5772420 The complaint Mr T complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved his credit card application and later increased the limit. What happened Mr T applied for a Marbles credit card in June 2016. In his application, Mr T said he had an income o... (3 pages)View decision -
Decision Reference DRN-5757170
18 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5757170 The complaint Mrs L complains that NewDay Ltd lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Mrs L applied for a NewDay credit card in November 2015. Due to the passage of time, the application Mrs L compl... (3 pages)View decision -
Decision Reference DRN-5792490
18 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5792490 The complaint Mr A complains that NewDay Ltd trading as Aqua (‘Aqua’) sold his credit card account when he was making payments, and haven’t communicated fairly with him. Mr A wants compensation for his distress and inconvenience. What happened Mr A was unhappy that Aqua didn... (2 pages)View decision -
Decision Reference DRN-5825402
18 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5825402 The complaint Miss K complains about how NewDay trading as John Lewis Partnership Card (“NewDay”) dealt with her claim for a refund through a chargeback claim and under Section 75 (‘S.75’) of the Consumer Credit Act 1974 (‘CCA’). What happened Miss K used her NewDay credit ... (3 pages)View decision -
Decision Reference DRN-5823741
17 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5823741 The complaint Mr S complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decisio... (4 pages)View decision -
Decision Reference DRN-5524470
17 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5524470 The complaint Miss L complains NewDay Ltd trading as Aqua (NewDay) didn’t sufficiently check whether she could afford to sustain the repayments when they agreed to lend to her. In bringing her complaint Miss L is represented by a third party. For ease of reading I will only ... (3 pages)View decision -
Decision Reference DRN-5821346
16 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5821346 The complaint Mr M is unhappy with the service he received from NewDay Ltd in relation to his credit card. What happened I issued Mr M and NewDay with a provisional decision setting out why I was minded to uphold Mr M’s complaint in part, and invited both parties to provide... (5 pages)View decision