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-5685031
16 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5685031 The complaint Ms N complaints NewDay Ltd trading as Debenhams (“NewDay”) irresponsibly lent to her. What happened In November 2017 Ms N applied for a credit card with NewDay in store. The application was accepted and she was provided with an initial limit of £500. The cred... (4 pages)View decision -
Decision Reference DRN-5818096
16 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5818096 The complaint Mr W complains that NewDay Ltd trading as Aqua have irresponsibly lent to him. What happened Mr W was approved for an Aqua credit card in June 2022 with a £600 credit limit. I have detailed the credit limit changes below: October 2022£600 to £1,450 February 202... (4 pages)View decision -
Decision Reference DRN-5774232
15 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5774232 The complaint Mr W complains that he doesn’t receive his credit card statements early enough from NewDay Ltd trading as John Lewis Partnership Card. What happened Mr W holds a credit card account with NewDay Ltd. He receives the monthly statements through the post. But he s... (2 pages)View decision -
Decision Reference DRN-5660246
15 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5660246 The complaint Mr T complains that NewDay Ltd lent irresponsibly when it approved two credit card applications she made and later increased the credit limits. What happened Mr T applied for an Aqua credit card in February 2022. In his application, Mr T said he was employed w... (4 pages)View decision -
Decision Reference DRN-5584289
15 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5584289 The complaint Miss W complains NewDay Ltd trading as Marbles (NewDay) acted irresponsibly by failing to undertake a reasonable assessment of her creditworthiness, prior to approving her for credit. Miss W is represented in this complaint by a claims management company but, f... (4 pages)View decision -
Decision Reference DRN-5650062
12 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5650062 The complaint Mr J complains that NewDay Ltd (NewDay) has treated him unfairly in relation to its obligations with regard to a payment he made using his credit card. What happened Mr J approached a garage, who I’ll call L, to assess his car and provide a quote for repairs af... (3 pages)View decision -
Decision Reference DRN-5757149
12 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5757149 The complaint Mr G complains that NewDay Ltd (‘NewDay’), trading as Aqua, irresponsibly gave him two credit card account facilities that he couldn’t afford. What happened In November 2014, Mr G applied for and was given a credit card account with NewDay with an initial cred... (4 pages)View decision -
Decision Reference DRN-5554428
10 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5554428 The complaint Miss M complains that NewDay Ltd acted irresponsibly in granting her a credit card. What happened Miss M opened an account with NewDay in June 2020. The credit limit was £600. In 2024, Miss M complained to NewDay that the account had been unaffordable for her.... (2 pages)View decision -
Decision Reference DRN-5741975
10 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5741975 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr B applied for an Aqua credit card in April 2021. In his application, Mr B said he was employed... (4 pages)View decision -
Decision Reference DRN-5721413
9 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5721413 The complaint Miss G complains that NewDay Ltd trading as Aqua lent to her irresponsibly by approving a credit card for her in May 2019 and then making credit limit increases which she could not afford to repay. What happened I created this table for clarity. It shows the le... (4 pages)View decision