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
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Decision Reference DRN3550806
20 Oct 2020 NewDay Ltd UpheldBanking and creditMrs W complains on behalf of the estate of Mr W. She says that New Day Ltd (trading as Debenhams Mastercard) irresponsibly provided a credit card facility to her late father. Mrs W also says NewDay provided poor customer service during the complaint process. background In June 2015, NewDay... (3 pages)View decision -
Decision Reference DRN5030710
11 Dec 2018 NewDay Ltd UpheldBanking and creditMiss O complains about the interest rate that NewDay Ltd is applying to her credit card borrowing and that it did not deal with her complaint about this.backgroundMiss O was sent a notice from NewDay dated 21 July 2017 saying that it intended to increase the interest... (2 pages)View decision -
Decision Reference DRN-5827272
17 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5827272 The complaint Mr D complains that NewDay Ltd didn’t carry out appropriate affordability checks and lent to him irresponsibly when it increased credit limits on his three credit card accounts. What happened The detailed background to this complaint is well known to both parti... (3 pages)View decision -
Decision Reference DRN-4721615
29 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4721615 The complaint Miss G complains that NewDay Ltd trading as John Lewis Partnership Card declined her application for a credit card. What happened Miss G says that she applied for a John Lewis credit card, but her application was not accepted. She says there is no reason her incom... (2 pages)View decision -
Decision Reference DRN-4652735
21 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4652735 The complaint Mr C complains that NewDay Ltd recorded an incorrect default date on his credit file. What happened Mr C held an Aqua credit card account with NewDay. In September 2017 he went into debt management plan. Mr C later discovered that NewDay recorded that the account ... (3 pages)View decision -
Decision Reference DRN-3890215
16 Feb 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3890215 The complaint Mr A complains NewDay Ltd declined his credit card application. What happened Mr A held a John Lewis branded credit card. The credit was provided by a third party before NewDay took over and as a result a new application was required in order to continue with the ... (2 pages)View decision -
Decision Reference DRN-3981142
17 May 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3981142 The complaint Miss B complains that NewDay Ltd did not refund her purchase of an airline ticket. What happened In December 2021 Miss B bought a return flight and paid for it with her NewDay credit card. A few days later, on the day of the outbound flight, she was too unwell to ... (2 pages)View decision -
Decision Reference DRN-4415760
12 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4415760 The complaint Ms P complains that NewDay Ltd (NewDay)declined her application for a credit card with no explanation. She would NewDay to accept application. What happened The details of this complaint are well known to both parties so I wont repeat them again here. Instead I w... (2 pages)View decision -
Decision Reference DRN-2578203
16 Aug 2021 NewDay Ltd Not upheldBanking and PaymentsThe complaint Mr A is unhapp y with how NewDay Ltd has handled a complaint about a declined transaction on his credit card. What happened The background of this complaint is well known to both parties and has been detailed by our investigator previously. so, I’ll summarise the key points I... (2 pages)View decision -
Decision Reference DRN-2879282
23 Jun 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2879282 The complaint Miss S complains that NewDay Ltd set a credit limit on her credit card account that was too high and says it continued to charge her interest when she closed the account. What happened Miss S says NewDay set the credit limit on her account too high as she had othe... (3 pages)View decision