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 2421 results
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Decision Reference DRN-4083819
11 Jul 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4083819 The complaint Mr S complains that NewDay Ltd trading as John Lews Partnership Card declined his credit card application. Mr S also complains that NewDay didn’t give him a clear explanation setting out why the application had been declined in good time. What happened Mr S made t... (2 pages)View decision -
Decision Reference DRN-5170041
16 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5170041 The complaint Miss S complains that NewDay Ltd (‘NewDay’) trading as Debenhams Mastercard, applied a default unfairly because it applied it around two years after it first issued a default notice. What happened Miss S had a NewDay branded credit card. In March 2018 she told... (3 pages)View decision -
Decision Reference DRN-3381949
18 Mar 2022 NewDay Ltd UpheldConsumer CreditDRN-3381949 The complaint In summary, Mr C has complained that NewDay Ltd trading as Aqua Loans, provided him with a loan when he wasn’t able to afford it. What happened In November 2017, NewDay provided Mr C a loan for £2,700 repayable over 24 months. The interest rate on the loan was an ... (5 pages)View decision -
Decision Reference DRN-2033350
30 Jul 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-2033350 The complaintMr A complains that NewDay Ltd was wrong to approve him for a Debenhams branded credit card given his medical conditions. He’s also unhappy with the service he received when he contacted NewDay directly about his medical circumstances. To settle the complaint Mr A... (3 pages)View decision -
Decision Reference DRN-3765315
5 Dec 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3765315 The complaint Mrs T complains that NewDay Ltd didn’t uphold her claim after the supplier didn’t provide her with a refund for a returned item she acquired using her NewDay credit card. What happened Mrs T ordered a mobile phone on 30 August 2021. She returned the phone to the s... (3 pages)View decision -
Decision Reference DRN-3144158
19 Nov 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3144158 The complaint Mr C complains that NewDay Ltd was irresponsible in its lending to him. What happened Mr C applied for a credit card with NewDay in February 2017 and received a £600 credit limit. The limit was then increased in August 2018 to £1,200. Mr C says at the time he was ... (2 pages)View decision -
Decision Reference DRN6372840
22 Mar 2018 NewDay Ltd UpheldBanking and creditMiss T has complained about irresponsible lending and poor customer service by NewDay Ltd in relation to her Marbles credit card.backgroundMiss T has a credit card account with NewDay. In 2017 she was in financial difficulties and asked StepChange to help her set up a ... (2 pages)View decision -
Decision Reference DRN3253122
29 Jan 2019 NewDay Ltd Not upheldBanking and creditMr K complains that NewDay Ltd didn’t allow him to make a payment online. There was no prior notice that this wouldn’t be possible. As a result, he made a late payment which was recorded on his credit file. He thinks this is unfair. background It appears that Mr K had ... (2 pages)View decision -
Decision Reference DRN-5889310
17 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5889310 The complaint Mrs C complaints that NewDay Ltd trading as John Lewis Partnership Credit Card declined claim under Section 75 of the Consumer Credit Act 1974 (‘Section 75’). What happened Mrs C engaged a contractor (‘X’) to carry out various plumbing and heating work on her h... (4 pages)View decision -
Decision Reference DRN-4258948
11 Sep 2023 NewDay Ltd UpheldConsumer CreditDRN-4258948 The complaint Miss H complains that she’s being pursued for a loan taken out with NewDay Ltd (“NewDay”) that she didn’t apply for or use. What happened Miss H has explained to us that she was previously in a coercive relationship in which her ex-partner had full financial contr... (3 pages)View decision
