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-4842420
10 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4842420 The complaint Mrs W is unhappy that NewDay Ltd trading as John Lewis Partnership Card declined her request for a credit limit increase and refused to tell her why. What happened In 2022 Mrs W opened a John Lewis credit card account with a credit limit of £300. Mrs W contacted N... (2 pages)View decision -
Decision Reference DRN-4838041
10 Jun 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4838041 The complaint Mr M complains that NewDay Ltd acted irresponsibly in lending him two credit cards. What happened Mr M took out a credit card with NewDay under its Aqua brand in June 2021, with a credit limit of £600. In November 2022, Mr M took out a further credit card with New... (4 pages)View decision -
Decision Reference DRN-4475790
7 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4475790 The complaint Miss C complains NewDay Ltd (“NewDay”) won’t refund payments made to a car rental company whilst on holiday abroad which she didn’t authorise. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here in detail. ... (4 pages)View decision -
Decision Reference DRN-4793923
6 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4793923 The complaint Mr M complains that NewDay Limited Ltd as Aqua lent irresponsibly when it increased the credit limit on his credit card. What happened Mr M had an Aqua credit card that had a credit limit of £1,150. In December 2007, Mr M’s credit limit was increased to £1,550. Aq... (2 pages)View decision -
Decision Reference DRN-4713473
6 Jun 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4713473 The complaint Miss A complains that NewDay Ltd trading as Marbles keeps sending her emails with incorrect information in the subject line which causes her panic and severe anxiety. What happened Miss A says that she has been making her monthly repayments to try and start paying... (3 pages)View decision -
Decision Reference DRN-4745666
5 Jun 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4745666 The complaint Miss F complains that NewDay Ltd didn’t correctly adjust the repayments under her paydown plan after she made a substantial repayment towards the account. Instead, it told her the account had been suspended. Miss F wants her account reinstated and to be placed on ... (3 pages)View decision -
Decision Reference DRN-4721615
29 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4721615 The complaint Miss G complains that NewDay Ltd trading as John Lewis Partnership Card declined her application for a credit card. What happened Miss G says that she applied for a John Lewis credit card, but her application was not accepted. She says there is no reason her incom... (2 pages)View decision -
Decision Reference DRN-4821174
28 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4821174 The complaint Mr B is complaining about NewDay Ltd because he says it lent irresponsibly when giving him two credit cards and then going on to increase the credit limits on both. What happened In February 2019, following his application, Mr B was given an Aqua credit card with ... (5 pages)View decision -
Decision Reference DRN-4818168
24 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4818168 The complaint Mr R complains that NewDay Ltd was irresponsible to lend to him. What happened Mr R had eight NewDay credit cards as follows: Aqua – opened on 20 October 2014; Burton – opened on 26 June 2016; Topman – opened on 28 June 2016; Marbles – opened on 14 December 20... (3 pages)View decision -
Decision Reference DRN-4786956
23 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4786956 The complaint Miss J complains that NewDay Ltd, who I’ll call NewDay, were unreasonable to report a missed payment to the credit reference agencies while she was on a payment holiday. What happened In March 2023 NewDay wrote to Miss J to advise her that she’d missed a payment o... (2 pages)View decision
