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 2527 results
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Decision Reference DRN-4888449
3 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4888449 The complaint Mrs W complains NewDay Ltd have acted unfairly by not refunding the payment she made towards a holiday using her credit card. What happened On 12 May 2023 Mrs W used her NewDay credit card to purchase a package holiday, departing on 18 May 2023, at a cost of £2,59... (6 pages)View decision -
Decision Reference DRN-4869782
2 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4869782 The complaint Mr C says NewDay Ltd irresponsibly lent to him. What happened Mr C took out two credit cards from NewDay. The credit limit was increased on both cards a number of times. A summary of his borrowing follows. Marbles card Aqua card date credit limit date credit limit... (3 pages)View decision -
Decision Reference DRN-4832499
1 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4832499 The complaint Mr M complained that a payment he made to his NewDay Ltd (“NewDay”) credit card account went missing. What happened Mr M made a payment of £75 to NewDay on 22 March 2023, but the money never reached his NewDay credit card account. Mr M says that he contacted NewDa... (2 pages)View decision -
Decision Reference DRN-4746271
28 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4746271 The complaint Mr P is unhappy that NewDay Ltd (“NewDay”) won’t increase his credit limit. What happened Mr P has a credit card with NewDay; his credit limit is £300 and NewDay have refused to increase it. Mr P is frustrated and concerned about that decision. He’s explained that... (2 pages)View decision -
Decision Reference DRN-4852946
26 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4852946 The complaint Mr D complains that NewDay Ltd trading as John Lewis Credit Card has prevented his bank carrying out account checks. What happened Mr D says he tried to set up a payment to NewDay for his credit card account. He says his bank gave him a warning that the account he... (2 pages)View decision -
Decision Reference DRN-4872362
25 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4872362 The complaint Mr T complains that NewDay Ltd trading as Debenhams (NewDay) has charged him too much interest on his credit card account. Mr T wants NewDay to agree a fixed monthly interest rate. What happened Mr T holds a credit card account with NewDay under the Debenhams trad... (2 pages)View decision -
Decision Reference DRN-4773018
25 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4773018 The complaint Mrs B complains about the credit limit of her NewDay Ltd trading as John Lewis Partnership Card credit card. What happened Mrs B has explained that she’s held accounts with John Lewis for many years. Mrs B had a credit card that had a limit of £6,700 operated by J... (2 pages)View decision -
Decision Reference DRN-4839498
24 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4839498 The complaint Mr C complains that NewDay Ltd trading as Aqua (“Aqua”) treated him unfairly when he applied for an Advance credit card in September 2023. What happened In September 2023 Mr C made an online application to Aqua for its Advance credit card. He says he found that ca... (3 pages)View decision -
Decision Reference DRN-4818453
24 Jun 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4818453 The complaint Mr G complains that NewDay Ltd shouldn’t have lent to him because it ought reasonably to have realised that he might struggle to repay the debt. What happened NewDay approved a credit card for Mr G with a £900 credit limit in May 2017. They increased that limit on... (3 pages)View decision -
Decision Reference DRN-4868904
24 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4868904 The complaint Mrs G complains that NewDay Ltd trading as Aqua Classic was irresponsible in its lending to her. She wants all interest, fees and charges refunded along with compensatory interest and any adverse information removed from her credit file. Mrs G is represented by a ... (4 pages)View decision