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-5755722
26 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5755722 The complaint Mr P has complained NewDay Ltd trading as Aquacard won’t refund all payments he says he made and lost to a scam. What happened The details of this complaint are well known to both parties, and not in dispute, so I will only include a summary here. Mr P was con... (3 pages)View decision -
Decision Reference DRN-5861556
26 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5861556 The complaint Mrs J complains that NewDay Ltd trading as Pulse lent irresponsibly when it approved her credit card application and later increased the limit. What happened Mrs J applied for a Pulse credit card in November 2021. In her application, Mrs J said she was employe... (4 pages)View decision -
Decision Reference DRN-5923536
25 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5923536 The complaint Mr L complains that he received his July 2025 credit card statement from NewDay Ltd after the payment due date. What happened Mr L is unhappy because he received his John Lewis Partnership credit card statement dated 15 July 2025 the day after the payment due d... (2 pages)View decision -
Decision Reference DRN-5877682
24 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5877682 The complaint Mrs C complains that NewDay Ltd trading as Marbles caused her to have a late payment on her account, which in turn impacted another credit card account she holds with NewDay. What happened Mrs C made a payment to her Marbles credit card which didn’t then credit... (3 pages)View decision -
Decision Reference DRN-5961704
24 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5961704 The complaint Mr C complains that NewDay Ltd lent to him irresponsibly when they provided him with two credit cards and increased his limit on a number of occasions. What happened In 2020, Mr C was provided with a credit card account by NewDay. The account came with a £500 ... (4 pages)View decision -
Decision Reference DRN-5957208
20 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5957208 The complaint Mr R complains NewDay Ltd didn’t do enough to help get a refund for a transaction made on his credit card. What happened In April 2024, Mr R booked and paid for a hotel stay through a comparison site I’ll call “B”. Mr R paid for this with his NewDay credit car... (5 pages)View decision -
Decision Reference DRN-5854386
19 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5854386 The complaint Miss W complains that NewDay Ltd trading as Fluid (“NewDay”) irresponsibly lent to her. What happened In September 2022 Miss W applied for a credit card with NewDay. The application was accepted and she was given an initial limit of £2,500. The limit was incr... (3 pages)View decision -
Decision Reference DRN-5754240
18 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5754240 The complaint Mr M complains that NewDay Ltd trading as Aqua irresponsibly lent to him. What happened Mr M was approved for an Aqua credit card in November 2023, with a £1,200 credit limit. The credit limit was increased a further four times, in April 2024 (£2,200), August 2... (3 pages)View decision -
Decision Reference DRN-5957696
18 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5957696 The complaint Mr J complains that NewDay Ltd irresponsibly lent to him. What happened • Mr J was approved for an NewDay credit card (which I will refer to as A in this decision), in March 2019 with a credit limit of £300. I have detailed the credit limit changes below: Septe... (5 pages)View decision -
Decision Reference DRN-5910238
17 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5910238 The complaint Mrs E complains that NewDay Ltd trading as John Lewis Partnership Card rejected her disputed transaction claim. What happened On 29 August 2023 Mrs E made a payment of £2500 to a training provider using her John Lewis card for a property investing course. On 17... (2 pages)View decision