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 2660 results
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Decision Reference DRN-6218720
12 Mar 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6218720 The complaint Mrs W complains that NewDay Limited (NewDay) acted irresponsibly when they agreed to lend to her What happened I issued Mrs W and NewDay with a provisional decision setting out why I was minded to uphold Mrs W’s complaint and invited both parties to provide any... (5 pages)View decision -
Decision Reference DRN-5877469
12 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5877469 The complaint Mr R has complained about the way NewDay Ltd trading as John Lewis Credit Card (“NewDay”) dealt with a claim for money back in relation to a cruise holiday he paid for with credit it provided. What happened In April 2024, Mr R used his NewDay credit card to pa... (8 pages)View decision -
Decision Reference DRN-6216006
11 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6216006 The complaint Miss L complains that NewDay Ltd trading as Fluid acted irresponsibly by providing her with, and then increasing the credit limit on, a credit card account. What happened In January 2021, NewDay approved Miss L’s application for a credit card, giving her a lim... (6 pages)View decision -
Decision Reference DRN-6171990
11 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6171990 The complaint Mr T has complained about how NewDay Ltd (NewDay) handled a refund claim he made. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving the reasons for... (4 pages)View decision -
Decision Reference DRN-6068494
10 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6068494 The complaint Mrs T complains NewDay Ltd (“NewDay”) irresponsibly provided her with a credit card. What happened In April 2024 Mrs T applied for a credit card with NewDay. The application was approved and she was given a limit of £1,200. The limit wasn’t ever increased. Mrs ... (2 pages)View decision -
Decision Reference DRN-6098410
10 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6098410 The complaint Mr H complains NewDay Ltd (“NewDay”) applied incorrect markers to his credit file for three accounts which has impacted his access to preferential interest rates on other products held. What happened Mr H had three accounts with NewDay. One with AO, opened in 2... (2 pages)View decision -
Decision Reference DRN-6174439
10 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6174439 The complaint Mrs H is unhappy that NewDay Ltd trading as ‘Aqua’ generated her statement early causing interest to be applied that took her over the credit limit on her credit card account. What happened Mrs H says her usual statement date is on the ninth of every month. How... (2 pages)View decision -
Decision Reference DRN-6209902
10 Mar 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6209902 The complaint Mr G complains that NewDay Ltd (trading as Debenhams Mastercard) took several months to locate a payment he’d made, and his credit record has been adversely affected. What happened Mr G says he made a payment towards his credit card in July 2024 which NewDay t... (2 pages)View decision -
Decision Reference DRN-6065835
6 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6065835 The complaint Mr N complains that NewDay Ltd, trading as Aqua, acted unfairly when it withdrew a credit limit increase offer. What happened NewDay offered to increase the limit on Mr N’s credit card. It wrote to him with details of the offer, and it specified a new limit a... (2 pages)View decision -
Decision Reference DRN-6198357
6 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6198357 The complaint Mr T complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the limit. What happened Mr T held a Marbles credit card with NewDay when he applied for an Aqua credit card in June 2022. In his... (3 pages)View decision