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 2089 results
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Decision Reference DRN-4833308
4 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4833308 The complaint Mr N complains that NewDay Ltd trading as Aqua closed his credit card account without telling him. What happened Mr N opened an Aqua credit card account in November 2015. The last time Mr N used the card was on 16 August 2018 when he made a payment to clear the ac... (2 pages)View decision -
Decision Reference DRN-4850509
3 Jul 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4850509 The complaint Miss W is complaining about NewDay Ltd because she says it lent irresponsibly when providing her with four different credit cards. What happened After various applications, Miss W opened the following credit card accounts with NewDay: Marbles – application 17 Jan... (5 pages)View decision -
Decision Reference DRN-4888449
3 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4888449 The complaint Mrs W complains NewDay Ltd have acted unfairly by not refunding the payment she made towards a holiday using her credit card. What happened On 12 May 2023 Mrs W used her NewDay credit card to purchase a package holiday, departing on 18 May 2023, at a cost of £2,59... (6 pages)View decision -
Decision Reference DRN-4869782
2 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4869782 The complaint Mr C says NewDay Ltd irresponsibly lent to him. What happened Mr C took out two credit cards from NewDay. The credit limit was increased on both cards a number of times. A summary of his borrowing follows. Marbles card Aqua card date credit limit date credit limit... (3 pages)View decision -
Decision Reference DRN-4832499
1 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4832499 The complaint Mr M complained that a payment he made to his NewDay Ltd (“NewDay”) credit card account went missing. What happened Mr M made a payment of £75 to NewDay on 22 March 2023, but the money never reached his NewDay credit card account. Mr M says that he contacted NewDa... (2 pages)View decision -
Decision Reference DRN-4746271
28 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4746271 The complaint Mr P is unhappy that NewDay Ltd (“NewDay”) won’t increase his credit limit. What happened Mr P has a credit card with NewDay; his credit limit is £300 and NewDay have refused to increase it. Mr P is frustrated and concerned about that decision. He’s explained that... (2 pages)View decision -
Decision Reference DRN-4852946
26 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4852946 The complaint Mr D complains that NewDay Ltd trading as John Lewis Credit Card has prevented his bank carrying out account checks. What happened Mr D says he tried to set up a payment to NewDay for his credit card account. He says his bank gave him a warning that the account he... (2 pages)View decision -
Decision Reference DRN-4872362
25 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4872362 The complaint Mr T complains that NewDay Ltd trading as Debenhams (NewDay) has charged him too much interest on his credit card account. Mr T wants NewDay to agree a fixed monthly interest rate. What happened Mr T holds a credit card account with NewDay under the Debenhams trad... (2 pages)View decision -
Decision Reference DRN-4773018
25 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4773018 The complaint Mrs B complains about the credit limit of her NewDay Ltd trading as John Lewis Partnership Card credit card. What happened Mrs B has explained that she’s held accounts with John Lewis for many years. Mrs B had a credit card that had a limit of £6,700 operated by J... (2 pages)View decision -
Decision Reference DRN-4839498
24 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4839498 The complaint Mr C complains that NewDay Ltd trading as Aqua (“Aqua”) treated him unfairly when he applied for an Advance credit card in September 2023. What happened In September 2023 Mr C made an online application to Aqua for its Advance credit card. He says he found that ca... (3 pages)View decision
