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 2509 results
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Decision Reference DRN-5479518
26 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5479518 The complaint Mr F complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr F applied for an Aqua credit card in March 2017. In his application, Mr F said he was earning ... (3 pages)View decision -
Decision Reference DRN-5649233
26 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5649233 The complaint Mr C complains about the outcome of payment disputes he made to NewDay Ltd trading as Fluid (NewDay) and how the disputes were handled. What happened Mr C used his NewDay credit card to make various purchases and raised a number of payment disputes with Fluid. ... (7 pages)View decision -
Decision Reference DRN-5329544
26 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5329544 The complaint Mr S complains that NewDay Ltd trading as John Lewis Credit Card (NewDay) didn’t agree to refund him after he made a claim through Section 75 of the Consumer Credit Act 1974 (Section 75). What happened On 21 September 2021 Mr S and his wife entered a contract w... (3 pages)View decision -
Decision Reference DRN-4948527
25 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-4948527 The complaint Mrs K complained about the way NewDay Ltd dealt with a claim for a refund for services she bought using her credit card. What happened Mrs K is represented in her complaint by her husband. But to keep things simple I have referred to all submissions and action... (6 pages)View decision -
Decision Reference DRN-5473011
25 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5473011 The complaint Mr A complains that NewDay Ltd trading as Aqua lent to him irresponsibly. What happened On 4 June 2014, Mr A applied for and received a credit card with Aqua. He was given a credit limit of £250 which changed over time as follows: Date Limit increase / decreas... (5 pages)View decision -
Decision Reference DRN-5601410
24 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5601410 The complaint Mrs T complains that NewDay Ltd trading as Marbles irresponsibly provided her with an unaffordable credit card. Mrs T’s complaint has been brought to us by a professional representative, but for ease I’ll refer to all submissions as thought they are her own. W... (4 pages)View decision -
Decision Reference DRN-5484708
23 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5484708 The complaint Mr R complains that NewDay Ltd trading as Pulse lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr R applied for a Pulse credit card in October 2018. In his application, Mr R said he was emplo... (3 pages)View decision -
Decision Reference DRN-5521942
23 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5521942 Complaint Mr H has complained about credit cards and the associated credit limit increases which NewDay Ltd (“NewDay”) provided to him. He says the credit cards as well as the limit increases were provided without his circumstances and ability to repay being sufficiently che... (5 pages)View decision -
Decision Reference DRN-5349238
23 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5349238 The complaint Mr W complains about the interest rate NewDay Ltd trading as Aqua charged on his credit card account. What happened In 2021, Mr W took out a credit card with Aqua. He says when he was offered the credit card by a credit intermediary, he acc... (3 pages)View decision -
Decision Reference DRN-5575618
23 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5575618 The complaint Mrs M complains that NewDay Ltd trading as Aqua (‘NewDay’) manipulated her credit card account to keep her over her credit limit and make profit from her. Mrs M wants her credit limit to be increased, or for NewDay to adjust her balance so she’s within her pres... (3 pages)View decision