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 2660 results
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Decision Reference DRN-5823741
17 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5823741 The complaint Mr S complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decisio... (4 pages)View decision -
Decision Reference DRN-5524470
17 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5524470 The complaint Miss L complains NewDay Ltd trading as Aqua (NewDay) didn’t sufficiently check whether she could afford to sustain the repayments when they agreed to lend to her. In bringing her complaint Miss L is represented by a third party. For ease of reading I will only ... (3 pages)View decision -
Decision Reference DRN-5821346
16 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5821346 The complaint Mr M is unhappy with the service he received from NewDay Ltd in relation to his credit card. What happened I issued Mr M and NewDay with a provisional decision setting out why I was minded to uphold Mr M’s complaint in part, and invited both parties to provide... (5 pages)View decision -
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