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-6070589
14 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6070589 The complaint Mrs G complains that NewDay Ltd (‘NewDay’) irresponsibly gave her Fluid and Aqua credit card accounts which she couldn’t afford to repay As the complaint about the Aqua account has been made too late, I will only be considering the merits of the Fluid card com... (2 pages)View decision -
Decision Reference DRN-6072874
12 Jan 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6072874 The complaint Mrs H is unhappy with how NewDay Ltd, trading as John Lewis Partnership Credit Card, have administered her account, and with the service that she’s received from them. What happened Mrs H has a hearing impairment which makes it very difficult for her to use the... (4 pages)View decision -
Decision Reference DRN-6042948
12 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6042948 The complaint Mr H is unhappy that NewDay Ltd trading as Aqua required him to call them to remove a temporary suspension on his account. What happened The complaint circumstances are well known to both parties, so I don’t intend to list this chronologically and in detail. H... (3 pages)View decision -
Decision Reference DRN-6054222
12 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6054222 The complaint Mr E has complained about how NewDay Ltd trading as John Lewis Partnership Credit Card (NewDay) handled his claim for money back in relation to transactions made on his credit card. What happened In April 2025, Mr E made two payments of £3,500 and £2,900 to a ... (6 pages)View decision -
Decision Reference DRN-5428826
9 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5428826 The complaint Mr H is unhappy that NewDay Ltd have refused to refund a transaction he says he didn’t authorise. What happened Mr H contacted NewDay after reviewing his credit card statement and identifying a transaction of £180 on 8 November 2024 that he didn’t recognise. ... (3 pages)View decision -
Decision Reference DRN-6065598
9 Jan 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6065598 The complaint Mr M complains that NewDay Ltd lent irresponsibly when it approved four credit card applications he made and later increased the limits. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: M... (6 pages)View decision -
Decision Reference DRN-6015075
8 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6015075 The complaint Miss K complains that NewDay Ltd trading as Marbles (NewDay) acted irresponsibly by agreeing to lend to her. What happened Around March 2021 Miss K applied for a revolving credit facility (Aqua credit card) with NewDay. Miss K’s application was successful with ... (6 pages)View decision -
Decision Reference DRN-5863678
30 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5863678 The complaint Mr F, through his representative, complains that NewDay Ltd trading as Opus lent to him by approving a credit card which he could not afford to repay. What happened Mr F’s credit card was opened around October 2018 with an initial limit of £600, and further inc... (6 pages)View decision -
Decision Reference DRN-6004598
23 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-6004598 The complaint Mrs S made a series of complaints about NewDay Ltd. It related to irresponsible lending of a credit card approved in 1982 plus a number of credit limit increases. The complaint was also about a PayDown Plan in 2021 and the card suspension in May 2025. What happ... (2 pages)View decision -
Decision Reference DRN-5975867
22 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5975867 The complaint Miss H complains that NewDay Ltd trading as Aqua (NewDay) irresponsibly provided her with credit on several occasions, which she could not afford to repay. What happened In February 2020, Miss H applied for a credit card with NewDay. She was given an initial c... (4 pages)View decision