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-5930746
11 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5930746 The complaint Mr G has complained about the way NewDay Ltd trading as John Lewis Partnership Card (“NewDay”) dealt with a claim for money back in relation to a package holiday he paid for with credit it provided. What happened In June 2024, Mr G used his NewDay credit card ... (4 pages)View decision -
Decision Reference DRN-5806165
9 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5806165 The complaint Mr B complains that NewDay Ltd was irresponsible in its lending to him. He wants all interest and charges on his account refunded along with 8% statutory interest, any negative information removed from his credit file and an acknowledgment of the impact this ha... (4 pages)View decision -
Decision Reference DRN-5923106
9 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5923106 The complaint Miss R complains that NewDay Ltd (Aqua) declined her claim for a refund of a transaction made using her credit card account. What happened In September 2024, Miss R bought three mobile phones from a seller on eBay that I’ll refer to as “Y”. She paid £4,575 for... (5 pages)View decision -
Decision Reference DRN-5986082
9 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5986082 The complaint Mrs M has complained about how NewDay Ltd (NewDay) handled a refund claim she made. What happened As all parties are familiar with the circumstances of this complaint, I’ll be setting these out, as necessary, alongside my findings below. What I’ve decided – and... (2 pages)View decision -
Decision Reference DRN-6000006
9 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-6000006 The complaint Miss M complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved her credit card application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: In Miss M’s application... (3 pages)View decision -
Decision Reference DRN-5945254
9 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5945254 The complaint Mr E complained about the way NewDay Ltd trading as Aqua (NewDay) handled a claim for money back for a training course he purchased. What happened In April 2023, Mr E bought a three-day training course for two people (himself and a guest) with a company I’ll c... (3 pages)View decision -
Decision Reference DRN-5985481
9 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5985481 The complaint Mr C complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr C 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 C himself. What... (3 pages)View decision -
Decision Reference DRN-5824681
6 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5824681 The complaint Miss M complains that NewDay Ltd trading as John Lewis Partnership Credit Card acted irresponsibly by agreeing to lend to her. What happened Around April 2024 Miss M applied for a revolving credit facility (credit card) with NewDay. Her application was successf... (3 pages)View decision -
Decision Reference DRN-5934162
5 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5934162 The complaint Miss Z has complained that NewDay Ltd, trading as Aqua, were irresponsible in opening a Credit Card account and subsequently increasing the credit limit. What happened Aqua provided Miss Z with a credit card in March 2021 with a limit of £900. This limit was in... (3 pages)View decision -
Decision Reference DRN-5997136
5 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5997136 The complaint Mr A complains that NewDay Ltd irresponsibly lent to him. What happened Mr A was approved for a NewDay branded credit card in December 2023 (which I will refer to as A in this decision), with a £900 credit limit. On the same day, Mr A was approved for a differe... (3 pages)View decision