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-5976435
6 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5976435 The complaint Mr D complains about the outcome of a claim he made to NewDay Ltd trading as Aqua (“Aqua”) in respect of a flight booking. What happened In June 2025, Mr D booked tickets for outbound and inbound flights for a third-party from a company I’ll call ‘B’ using his ... (3 pages)View decision -
Decision Reference DRN-5921454
6 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5921454 The complaint Mr P complains about the outcome of a claim he made to NewDay Ltd regarding a property booking. What happened In April 2025, Mr P paid £1,670.74 to a third-party booking agent that I’ll call ‘B’ for a property stay from 19 May to 30 May 2025. Mr P complained to... (3 pages)View decision -
Decision Reference DRN-5950943
6 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5950943 The complaint Mr J complains about the way in which NewDay Ltd trading as Fluid handled his credit card account. What happened Mr J holds a credit card account with NewDay. He’s unhappy that he’s been placed onto a PayDown Plan. He says that when he entered into his credit ... (3 pages)View decision -
Decision Reference DRN-6147572
6 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6147572 The complaint Miss H complains that NewDay Ltd trading as Fluid Credit Card irresponsibly lent to her. What happened Miss H was approved for a Fluid credit card in July 2020, with a £900 credit limit. The credit limit was increased a further two times. The first credit limit... (5 pages)View decision -
Decision Reference DRN-6076508
5 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6076508 The complaint Mrs M complained about the way NewDay Ltd trading as John Lewis Credit Card (NewDay) dealt with a dispute for a refund for a purchase she made using her credit card. What happened Mrs M bought a carpet cleaner for £80 and the cleaning solution for £22.99 using... (2 pages)View decision -
Decision Reference DRN-5849972
5 Mar 2026 NewDay Ltd UpheldBanking and PaymentsDRN-5849972 The complaint Mr C complains that NewDay Ltd trading as John Lewis Credit Card (NewDay) hasn’t refunded him for a hotel room he paid for using his credit card account. What happened In April 2025, Mr C made a booking for a hotel room via a booking agent I’ll refer to as “E”... (4 pages)View decision -
Decision Reference DRN-5976553
5 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5976553 The complaint Ms W has complained that NewDay Ltd, trading as Marbles, were irresponsible in opening a credit card account and subsequently increasing the credit limit. What happened Marbles provided Ms W with a credit card in January 2021 with a credit limit of £600. This l... (4 pages)View decision -
Decision Reference DRN-6110977
5 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6110977 The complaint Mr M complains that NewDay Ltd trading as Aqua lent to him irresponsibly. What happened On 9 March 2017, Mr M opened a credit card account with NewDay. The credit limit was set as follows: Date Event New limit 9 March 2017 Opening limit £30024 November 2017 Cr... (3 pages)View decision -
Decision Reference DRN-6106416
5 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6106416 The complaint Mr S complains that NewDay Ltd trading as Fluid (“NewDay”) incorrectly charged him interest on a 0% interest balance transfer on his credit card. What happened I won’t repeat all the facts here, as those aren’t in dispute. I have reviewed the entire file and i... (3 pages)View decision -
Decision Reference DRN-6125035
4 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6125035 The complaint Mr U complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved his credit card application and later increased the limit. What happened Mr U applied for a Fluid credit card in January 2025. In his application, Mr U said he was earning £38,... (4 pages)View decision