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 2651 results
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Decision Reference DRN-5895086
1 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5895086 The complaint Miss L has complained NewDay Ltd, trading as John Lewis Credit Card, didn’t deal with her different disputes properly either in terms of ensuring she was refunded or compensated, or in how they communicated with her. What happened Miss L holds a John Lewis cred... (3 pages)View decision -
Decision Reference DRN-5862168
1 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5862168 The complaint Mr M has complained about how NewDay Ltd (NewDay) handled a refund claim he made to them. What happened Mr M used his NewDay credit card to make a part payment of £500 on a vehicle purchase from a supplier I shall call ‘H’ in November 2024. He subsequently disc... (4 pages)View decision -
Decision Reference DRN-5755722
26 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5755722 The complaint Mr P has complained NewDay Ltd trading as Aquacard won’t refund all payments he says he made and lost to a scam. What happened The details of this complaint are well known to both parties, and not in dispute, so I will only include a summary here. Mr P was con... (3 pages)View decision -
Decision Reference DRN-5861556
26 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5861556 The complaint Mrs J complains that NewDay Ltd trading as Pulse lent irresponsibly when it approved her credit card application and later increased the limit. What happened Mrs J applied for a Pulse credit card in November 2021. In her application, Mrs J said she was employe... (4 pages)View decision -
Decision Reference DRN-5923536
25 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5923536 The complaint Mr L complains that he received his July 2025 credit card statement from NewDay Ltd after the payment due date. What happened Mr L is unhappy because he received his John Lewis Partnership credit card statement dated 15 July 2025 the day after the payment due d... (2 pages)View decision -
Decision Reference DRN-5877682
24 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5877682 The complaint Mrs C complains that NewDay Ltd trading as Marbles caused her to have a late payment on her account, which in turn impacted another credit card account she holds with NewDay. What happened Mrs C made a payment to her Marbles credit card which didn’t then credit... (3 pages)View decision -
Decision Reference DRN-5961704
24 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5961704 The complaint Mr C complains that NewDay Ltd lent to him irresponsibly when they provided him with two credit cards and increased his limit on a number of occasions. What happened In 2020, Mr C was provided with a credit card account by NewDay. The account came with a £500 ... (4 pages)View decision -
Decision Reference DRN-5957208
20 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5957208 The complaint Mr R complains NewDay Ltd didn’t do enough to help get a refund for a transaction made on his credit card. What happened In April 2024, Mr R booked and paid for a hotel stay through a comparison site I’ll call “B”. Mr R paid for this with his NewDay credit car... (5 pages)View decision -
Decision Reference DRN-5854386
19 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5854386 The complaint Miss W complains that NewDay Ltd trading as Fluid (“NewDay”) irresponsibly lent to her. What happened In September 2022 Miss W applied for a credit card with NewDay. The application was accepted and she was given an initial limit of £2,500. The limit was incr... (3 pages)View decision -
Decision Reference DRN-5754240
18 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5754240 The complaint Mr M complains that NewDay Ltd trading as Aqua irresponsibly lent to him. What happened Mr M was approved for an Aqua credit card in November 2023, with a £1,200 credit limit. The credit limit was increased a further four times, in April 2024 (£2,200), August 2... (3 pages)View decision