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-5642906
8 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5642906 The complaint Mr W complains that NewDay Ltd trading as John Lewis Credit Card lent irresponsibly when it approved his credit card application. What happened Mr W applied for a John Lewis credit card with NewDay in December 2022. In his application, Mr W said he was employe... (2 pages)View decision -
Decision Reference DRN-5799078
8 Sep 2025 NewDay Ltd UpheldConsumer CreditDRN-5799078 The complaint Mr B complains NewDay Ltd incorrectly allocated a payment towards the wrong finance agreement, meaning he’s incurred interest charges. What happened Mr B has a revolving credit facility with NewDay to make purchases with a specific retailer. In October 2022, M... (3 pages)View decision -
Decision Reference DRN-5385666
7 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5385666 The complaint Miss L complains NewDay Ltd (NewDay) irresponsibly lent to her because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable for her. What happened Miss L opened a credit card with NewDay in July 2021 with an initial limi... (4 pages)View decision -
Decision Reference DRN-5745895
4 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5745895 The complaint Mr O complains about the way in which NewDay Ltd trading as Aqua has handled his chargeback dispute and the impact its actions have had on his financial situation and credit file. What happened Mr O made four purchases using his Aqua credit card from a retailer... (4 pages)View decision -
Decision Reference DRN-5796387
4 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5796387 The complaint Miss H complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application. What happened Miss H applied for an Aqua credit card in May 2022. In her application, Miss H said she was earning £14,693 a year that Aqua calcula... (2 pages)View decision -
Decision Reference DRN-5777503
4 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5777503 The complaint Mr L complains about the amount of interest that NewDay Ltd charged him on his Aqua credit card account. What happened In November 2024 Mr L took out a credit card with NewDay and entered into a credit agreement. Mr L thought the card had a promotional interest... (2 pages)View decision -
Decision Reference DRN-5741865
3 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5741865 The complaint Miss H complains that NewDay Ltd lent irresponsibly when it approved her Fluid and Aqua credit card applications and increased the credit limit on both accounts. What happened Miss H applied for a Fluid credit card with NewDay in October 2021. In her applicati... (4 pages)View decision -
Decision Reference DRN-5794479
3 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5794479 The complaint Mrs D complains that NewDay Ltd trading as BIP have irresponsibly lent to her. Mrs D 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 Mrs... (4 pages)View decision -
Decision Reference DRN-5794146
3 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5794146 The complaint Ms S complains that NewDay Ltd trading as Aqua irresponsibly lent to her. Ms S is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Ms S herself. What... (5 pages)View decision -
Decision Reference DRN-5792827
2 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5792827 The complaint Miss H believes NewDay Ltd trading as Aqua acted irresponsibly when it approved her credit card application and later increased the credit limit. What happened In August 2018 Miss H applied for a credit card with NewDay. This application was approved with an in... (9 pages)View decision