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 2553 results
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Decision Reference DRN3043859
24 Oct 2019 NewDay Ltd Not upheldBanking and creditMrs C complains that NewDay Ltd failed to make an effective chargeback in respect of undelivered goods.background In November 2018 Mrs C ordered a toy from a website costing £133.14 and she paid for it using her NewDay credit card. Shortly afterwards she discovered information that suggest... (2 pages)View decision -
Decision Reference DRN-5287893
10 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5287893 The complaint Mr T has complained that NewDay Ltd acted irresponsibly when it provided him with two credit cards in 2020 and 2022. Background Mr T applied for a ‘Marbles’ credit card with NewDay in August 2020. His application was approved, and he was provided with a card wi... (3 pages)View decision -
Decision Reference DRN-4704782
20 Aug 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4704782 The complaint Miss H has complained that NewDay Ltd passed incorrect information to a third party, in respect of a default. What happened Miss H had an account with NewDay, which was subsequently passed to a third party. Miss H says that NewDay gave the third party unfair in... (1 page)View decision -
Decision Reference DRN6857712
6 Nov 2015 NewDay Ltd UpheldBanking and creditMr J complains that NewDay Limited (“NewDay”) won’t pay a refund for fraudulent transactions he says were made on his credit card account. backgroundMr J has described how he lost his credit card and reported it when he realised. Before he reported it lost it was u... (1 page)View decision -
Decision Reference DRN-5555270
25 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5555270 The complaint Mr L is unhappy with NewDay Ltd trading as John Lewis Partnership Card (NewDay)’s handling of his refund claim. What happened Mr L purchased a pergola via a ‘Buy Now Pay Later’ (BNPL) lender I shall call ‘D’ in February 2024 using his NewDay credit card. This p... (4 pages)View decision -
Decision Reference DRN-5625715
4 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5625715 The complaint NewDay Ltd trading as Aqua provided Miss A with a credit card in 2021. It had a credit limit of £1,200. Miss A says the credit was provided irresponsibly. What happened Miss A complains about NewDay’s lending decisions below: Date Event Credit Limit April 202... (2 pages)View decision -
Decision Reference DRN-5706510
22 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5706510 The complaint Mr C says NewDay Ltd trading as Aqua (‘NewDay’), irresponsibly lent to him. He says it didn’t take reasonable steps to ensure he could afford the repayments towards a credit card. He says that his financial situation was poor when the card was started, and New... (4 pages)View decision -
Decision Reference DRN-3807433
21 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3807433 The complaint Mrs D says NewDay Ltd, trading as Aqua, irresponsibly lent to her. What happened Mrs D applied for a card in July 2018. She was approved and given a £300 limit. Her credit limit was never increased. Mrs D says NewDay should never have given her this unaffordable c... (2 pages)View decision -
Decision Reference DRN-5859692
2 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5859692 The complaint Mrs K complains that NewDay Ltd trading as Debenhams registered a default on her credit file. What happened Mrs K opened a credit card account with Debenhams in April 2018. On 15 December 2020 NewDay sent Mrs K a statement showing a balance of £809.42 and reque... (2 pages)View decision -
Decision Reference DRN-4355159
22 Sep 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4355159 The complaint Mrs L complains that NewDay Ltd unfairly declined her claim under the Consumer Credit Act 1974 (“CCA”). What happened In October 2015, Mrs L, along with another, bought membership of a holiday club called “E” 1 . The total cost of the membership was £13,544.90 and... (6 pages)View decision