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 2568 results
-
Decision Reference DRN-5488218
16 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5488218 The complaint Miss B complains NewDay trading as Aqua (NewDay) failed to undertake sufficient financial checks before approving two credit card accounts for her in 2019 and 2021. What happened Miss B says NewDay approved a credit card account (card1) for her in July 2019 wit... (4 pages)View decision -
Decision Reference DRN-6048349
24 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6048349 The complaint Miss B complains that NewDay Ltd irresponsibly lent to her. What happened Miss B was approved for a branded NewDay credit card in April 2018, with a £500 credit limit. The credit limit was increased five times, in May 2021 (to £1,500), October 2021 (to £3,000),... (5 pages)View decision -
Decision Reference DRN-5823814
5 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5823814 The complaint Miss S complains NewDay Ltd trading as John Lewis Partnership (NewDay) shouldn’t have approved a credit card account for her. What happened Miss S says NewDay approved a credit card account for her in November 2022 with a limit of £700 at a time when she was ha... (3 pages)View decision -
Decision Reference DRN-3076038
4 Nov 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3076038 The complaint Ms M complains that NewDay Ltd reversed a chargeback credit without telling her that was a possibility. What happened Ms M says she asked NewDay on 10 August 2020 to raise a claim for hotel accommodation she was unable to use as her flights had been cancelled. She... (3 pages)View decision -
Decision Reference DRN-3941834
25 May 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3941834 The complaint Miss B complains that NewDay Ltd lent to her irresponsibly when it agreed three credit card accounts for her and subsequent credit limit increases which she says were unaffordable for her circumstances. What happened Miss B applied for a credit card account (card ... (3 pages)View decision -
Decision Reference DRN-4539392
4 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4539392 The complaint Mr M complains NewDay Ltd said he’d need a mobile phone if he wanted to carry on using his credit card. What happened Mr M says he’d had a John Lewis credit card for over 40 years and found it useful as he shopped at Waitrose on a regular basis meaning he earnt po... (3 pages)View decision -
Decision Reference DRN-5584049
3 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5584049 The complaint Mr P complains NewDay Ltd trading as Marbles Card (“NewDay”) gave him a credit card when he was already struggling. What happened In October 2021, Mr P applied for a credit card with NewDay. The application was accepted, and they provided him with an initial l... (3 pages)View decision -
Decision Reference DRN-5479726
9 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5479726 The complaint Miss C complains that NewDay Ltd trading as Aqua provided her with an unaffordable credit card. Miss C’s complaint has been brought by a professional representative, but for ease I’ll refer to all submissions as though they are her own. What happened NewDay pr... (3 pages)View decision -
Decision Reference DRN3653541
19 Mar 2018 NewDay Ltd UpheldBanking and creditMs J complains that increases in the interest rates she was being charged by NewDay Ltd on her credit card account were unreasonable.backgroundNewDay increased the interest rates being applied to Ms J’s credit card account twice in 2017. Ms J thought the increases ... (3 pages)View decision -
Decision Reference DRN-1812936
24 Jun 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1812936The complaintMr F complains that NewDay Ltd asked him unnecessary personal questions when he called to activate his new credit card. When he closed the account, NewDay Ltd wouldn't remove all the information they hold about him from its systems. The details of this complain... (2 pages)View decision