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-5625715
4 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5625715 The complaint NewDay Ltd trading as Aqua provided Miss A with a credit card in 2021. It had a credit limit of £1,200. Miss A says the credit was provided irresponsibly. What happened Miss A complains about NewDay’s lending decisions below: Date Event Credit Limit April 202... (2 pages)View decision -
Decision Reference DRN-5995618
4 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5995618 The complaint Ms R complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Ms R was approved for an Aqua credit card in April 2022, with a £1,200 credit limit. The credit limit was increased a further three times, in July 2022 (£2,450), November 20... (4 pages)View decision -
Decision Reference DRN-5649957
3 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5649957 The complaint Mr S complains about the actions of NewDay Ltd trading as Fluid Credit Card when he lost money to what he says was a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of ... (2 pages)View decision -
Decision Reference DRN-5878546
3 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5878546 The complaint Mrs S is unhappy with her credit card provider, NewDay Ltd trading as John Lewis Partnership Credit Card, after it rejected her claim for a refund for a hotel stay. Mrs S has been represented at times, but to keep things simple, I’ve only referred to Mrs S. Wha... (4 pages)View decision -
Decision Reference DRN-5924552
3 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5924552 The complaint Mr D complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the limit. Mr D also complains that Aqua treated him unfairly and failed to identify and support him as a vulnerable customer. Wh... (4 pages)View decision -
Decision Reference DRN-5772375
3 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5772375 The complaint Mr D complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved his credit card application. What happened Mr D applied for a Fluid credit card in September 2021. In his application Mr D said he was earning £78,000 a year. Fluid calculated ... (3 pages)View decision -
Decision Reference DRN-5973438
2 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5973438 The complaint Miss R complains that NewDay Ltd placed a block on her account. What happened Miss R holds a credit card account with NewDay. In May 2024 NewDay placed a block on Miss R’s account. This prevented her from making a payment towards the building of her new conserv... (2 pages)View decision -
Decision Reference DRN-5968471
2 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5968471 The complaint Mrs D complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved her credit card application and later increased the limit. What happened Mrs D applied for a Marbles credit card in March 2022. In her application, Mrs D said she was employ... (3 pages)View decision -
Decision Reference DRN-5895086
1 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5895086 The complaint Miss L has complained NewDay Ltd, trading as John Lewis Credit Card, didn’t deal with her different disputes properly either in terms of ensuring she was refunded or compensated, or in how they communicated with her. What happened Miss L holds a John Lewis cred... (3 pages)View decision -
Decision Reference DRN-5862168
1 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5862168 The complaint Mr M has complained about how NewDay Ltd (NewDay) handled a refund claim he made to them. What happened Mr M used his NewDay credit card to make a part payment of £500 on a vehicle purchase from a supplier I shall call ‘H’ in November 2024. He subsequently disc... (4 pages)View decision