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-5998049
19 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5998049 The complaint Mr Z complains that, because of mistakes by NewDay Ltd trading as Aqua (“NewDay”), he missed out on a balance transfer offer. What happened Mr Z holds a credit card account with NewDay. In March, NewDay offered him a 0% interest promotion on balance transfers ... (3 pages)View decision -
Decision Reference DRN-5799352
17 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5799352 The complaint Miss M complains that NewDay Ltd trading as Aqua (NewDay) increased her credit limit on her credit card on several occasions, which she could not afford to repay. What happened In April 2025, Miss M complained to NewDay to say that it shouldn’t have given her ... (4 pages)View decision -
Decision Reference DRN-6015288
16 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-6015288 The complaint Miss P complains that NewDay Ltd trading as Aqua (NewDay) acted irresponsibly by agreeing to lend to her. In bringing her complaint Miss P is represented by a third party. For ease of reading I will only refer to Miss P in my decision. What happened Around May ... (4 pages)View decision -
Decision Reference DRN-5998969
16 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5998969 The complaint Mr M complains that NewDay Ltd irresponsibly lent to him. What happened Mr M was approved for a NewDay branded credit card in November 2020 (which I will refer to as A in this decision) with a £300 credit limit. The credit limit on A was increased a further thr... (6 pages)View decision -
Decision Reference DRN-5673687
12 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5673687 The complaint Mrs M complains about how NewDay Ltd trading as John Lewis Credit Card (‘JL’) handled a claim she made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resol... (4 pages)View decision -
Decision Reference DRN-6017163
12 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-6017163 The complaint Mr C complains that NewDay lent to him irresponsibly. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat everything in detail here. Instead, I’ll provide a summary. Mr C applied – and was accepted for – a credit card i... (7 pages)View decision -
Decision Reference DRN-5918535
12 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5918535 The complaint Miss G complains that NewDay Limited (NewDay) trading as Marbles irresponsibly provided her with credit. What happened NewDay provided Miss G with a credit card in January 2019. The credit provided was £450. It was subsequently increased to £1,200 in July 201... (4 pages)View decision -
Decision Reference DRN-5680648
11 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5680648 The complaint Mr J complains that NewDay irresponsibly provided him with two credit cards and increased the limit on one of the cards. What happened The background is well-known to the parties, so I’ve set out a summary of what I think are the key events. NewDay provided M... (9 pages)View decision -
Decision Reference DRN-5802294
11 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5802294 The complaint Miss T complains that NewDay Ltd trading as Opus irresponsibly lent to her. What happened Miss T was approved for an Opus credit card in August 2018, with a £300 credit limit. I have detailed the credit limit changes for the card below: December 2018 £300 to £5... (5 pages)View decision -
Decision Reference DRN-5980363
11 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5980363 The complaint Mr P complains that NewDay Ltd irresponsibly lent to him. Mr P is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr P himself. What happened Mr P w... (5 pages)View decision