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 2509 results
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Decision Reference DRN-5859692
2 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5859692 The complaint Mrs K complains that NewDay Ltd trading as Debenhams registered a default on her credit file. What happened Mrs K opened a credit card account with Debenhams in April 2018. On 15 December 2020 NewDay sent Mrs K a statement showing a balance of £809.42 and reque... (2 pages)View decision -
Decision Reference DRN-6052123
2 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6052123 The complaint NewDay Ltd trading as Aqua (Aqua) provided Miss L with a credit card in 2024. It initially had a credit limit of £600. The credit limit was increased three times, with the final limit increase in April 2025 to £3,800. Miss L says the credit was provided irrespo... (2 pages)View decision -
Decision Reference DRN-5951469
2 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5951469 The complaint Mr A complains that NewDay Ltd trading as Aquacard unfairly refuses to refund him money he says he lost in a scam. What happened The circumstances surrounding this complaint are well known to both parties, so I haven’t repeated them in detail here. Instead, I’v... (2 pages)View decision -
Decision Reference DRN-5973274
30 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5973274 The complaint Ms M complains that NewDay Ltd irresponsibly provided her with an unaffordable credit card. What happened NewDay provided Ms M with a Debenhams branded credit card in 2015 with an opening limit of £1,000. NewDay has confirmed the credit limit was never increase... (5 pages)View decision -
Decision Reference DRN-6077493
30 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6077493 The complaint Mr S has complained that NewDay Ltd were irresponsible when providing two credit cards. What happened NewDay provided Mr S with two credit cards in March 2022. Initially a card under NewDay’s Pulse brand, with a credit limit of £1,150 and subsequently a card un... (3 pages)View decision -
Decision Reference DRN-6099340
29 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6099340 The complaint Mr T has complained that NewDay Ltd trading as John Lewis Credit Card “NewDay” declined his claim for money back in relation to a set of wheel refurbishments. What happened The facts in this case are not disputed so I’ll only briefly set them out here. Mr T sa... (3 pages)View decision -
Decision Reference DRN-5841075
27 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5841075 The complaint Mr S complains that NewDay Ltd irresponsibly provided him with credit. What happened My decision here focusses on three of Mr S’ accounts (the “Amazon”, “Argos” and “AO” brands); the remaining accounts are subject to another complaint – for which I’ll issue a ... (4 pages)View decision -
Decision Reference DRN-5599116
27 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5599116 The complaint Mr S complains that NewDay Ltd irresponsibly provided him with credit. What happened My decision here focusses on only two of Mr S’ accounts (the “Marbles” and “John Lewis” brands); all remaining accounts are subject to another complaint – for which I’ll issue... (5 pages)View decision -
Decision Reference DRN-6096900
27 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6096900 The complaint Ms V complains about the way her account with NewDay Ltd trading as Fluid Credit Card (“NewDay”) was handled by them. What happened Ms V held a credit card account with NewDay. Ms V said she had been making the necessary minimum payments required under the acc... (3 pages)View decision -
Decision Reference DRN-5932530
23 Jan 2026 NewDay Ltd Not upheldConsumer CreditDRN-5932530 The complaint Mr N complains that NewDay Ltd (“NewDay”) took payments from him in relation to a credit agreement that were higher than agreed. Mr N also complains that NewDay didn’t send him a copy of the credit agreement which meant he wasn’t able to review its terms or exe... (3 pages)View decision