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 2068 results
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Decision Reference DRN-5305030
3 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5305030 The complaint Mr S complains that NewDay Ltd erroneously accepted a fraudulent credit card application made in his name without his knowledge or consent, which has caused him financial loss and distress and inconvenience. What happened The background to this complaint is we... (4 pages)View decision -
Decision Reference DRN-5270346
3 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5270346 The complaint Mr B, through a representative, says NewDay Ltd, trading as Marbles Card, irresponsibly lent to him. What happened Mr B opened a credit card with NewDay in January 2018. He was given a £300 credit limit. This was increased to £1,200 in June 2018, to £2,600 in O... (3 pages)View decision -
Decision Reference DRN-5229089
3 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5229089 The complaint Mr D complains NewDay Ltd trading as Aquacard irresponsibly lent to him. Mr D is represented by a solicitors 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 D himself. What h... (3 pages)View decision -
Decision Reference DRN-5262681
30 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5262681 The complaint Miss J complains that NewDay Ltd, trading as Aqua, were unreasonable to terminate and default her account. What happened Miss J had an Aqua credit card account. In May 2024 she contacted Aqua and told them she was in financial difficulty. They placed a hold on ... (2 pages)View decision -
Decision Reference DRN-5227978
28 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5227978 The complaint Mr S complains about the changes that NewDay Limited, trading as John Lewis Credit Card and John Lewis Money, has made to his credit card account. He also complains about the way that his complaint has been handled. What happened Mr S has a credit card account ... (3 pages)View decision -
Decision Reference DRN-5222876
27 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5222876 The complaint Mr S complains that NewDay Limited declined his applications for a credit card. What happened Mr S made multiple applications to NewDay for a credit card account which were declined, even though he has two active credit card accounts with NewDay. He complained ... (2 pages)View decision -
Decision Reference DRN-5256301
27 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5256301 The complaint Mr F complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr F applied for a credit card with Aqua in January 2018. In his application, Mr F said he was em... (3 pages)View decision -
Decision Reference DRN-5287014
27 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5287014 Complaint Mr B has complained about a credit card NewDay Ltd (trading as “Aqua”) provided to him. He says that the credit card and the subsequent limit increases were unaffordable for him and he borrowed from friends, family and other lenders to make his payments. This resul... (6 pages)View decision -
Decision Reference DRN-5280693
27 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5280693 Complaint Miss W has complained that Aqua Ltd (trading as “Aqua”) irresponsibly provided a credit card as well and the subsequent credit limit increases to her. She says that they were unaffordable and became unmanageable. Background Aqua provided Miss W with a credit card... (5 pages)View decision -
Decision Reference DRN-5224651
25 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5224651 The complaint Miss J complains that NewDay Ltd (trading as Aqua) charged too much interest on her credit card account and would not allow her to do a balance transfer. What happened Miss J says Aqua approved a card and increased the limit to £3,500 even though she had a poo... (3 pages)View decision
