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-4590750
6 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4590750 The complaint Mrs L says NewDay Ltd, trading as John Lewis Credit Card, mis-handled her credit card account. She says it asked her to pay an outstanding balance on the account while failing to provide the account statements she’d requested. What happened Mrs L’s credit card acc... (2 pages)View decision -
Decision Reference DRN-4489986
2 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4489986 The complaint Mr T complains NewDay Ltd reduced the limit on his credit card, but never told him why. What happened In June 2023 Mr T was contacted by NewDay and told by them they were reducing his credit limit. Mr T explained he was, unfortunately, going through some difficult... (2 pages)View decision -
Decision Reference DRN-4511355
2 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4511355 The complaint Mr F complains NewDay Limited trading as Fluid incorrectly blocked his credit card. He also complained they’ve ignored his subsequent complaint about this. What happened Mr F has said in late January / early February he wrote to all financial institutions asking t... (3 pages)View decision -
Decision Reference DRN-4475424
31 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4475424 The complaint Mr P complains that NewDay Ltd trading as Amazon Card didn’t close his account when he requested. What happened Mr P contacted NewDay to say he wanted his account closed and he was told this had happened. But when he did a mortgage enquiry he discovered that the a... (2 pages)View decision -
Decision Reference DRN-4536290
29 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4536290 The complaint Mr A complains that NewDay Ltd (NewDay) lent to him irresponsibly. What happened Mr A had two credit cards from NewDay – a Marbles card (issued in August 2015) and an Aqua card (issued in June 2017). On each card, he was offered credit limit increases as shown: Cr... (4 pages)View decision -
Decision Reference DRN-4522763
29 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4522763 The complaint Mr C complains that NewDay Ltd (NewDay) rejected his most recent credit card application, without explaining why. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reason... (2 pages)View decision -
Decision Reference DRN-4398478
25 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4398478 The complaint Ms E complains that NewDay Ltd trading as John Lewis Credit Card has unfairly applied interest to the balance of her credit card account. What happened In September 2022 Ms E opened a credit card account with NewDay. She arranged a direct debit to pay the minimum ... (3 pages)View decision -
Decision Reference DRN-4446135
25 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4446135 The complaint Mr S complains NewDay Ltd reduced the credit limit on his credit card from £4,500 to £1,100 without notice. What happened Mr S received an email on 14 June 2023 to tell him his credit limit would be reducing. He says he called them up, as although he knew they cou... (2 pages)View decision -
Decision Reference DRN-4552104
23 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4552104 The complaint Mrs K complains NewDay Ltd said she’d need a mobile phone if she wanted to carry on using her credit card. What happened Mrs K says she’d had a John Lewis credit card for several years and found it useful as she shopped at Waitrose on a regular basis meaning she e... (3 pages)View decision -
Decision Reference DRN-4569083
22 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4569083 The complaint Ms S complains that NewDay Ltd acted irresponsibly in lending her three credit card accounts. What happened Ms S took out three credit cards with NewDay in between September 2018 and March 2022. The limits of those accounts were varied as follows: Date Aqua credit... (7 pages)View decision
