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 DRN9557495
7 Aug 2014 NewDay Ltd Not upheldBanking and creditMr B is unhappy that NewDay Ltd (formerly Progressive Credit Ltd), trading as Opus, being made aware of his ill-health failed to accept his debt repayment proposals, and that it has repeatedly ignored his question asking what its policy is for dealing with disabled customers.background ... (2 pages)View decision -
Decision Reference DRN-2294387
22 Dec 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2294387 The complaint Mr Z has complained NewDay Ltd, trading as Debenhams Store Card, did little to help after he complained about a payment he’d made under duress for £1,000 whilst overseas. What happened Mr Z was on holiday in April 2019 with family. They hired a couple of jet skis.... (3 pages)View decision -
Decision Reference DRN-3757746
25 Oct 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3757746 The complaint Mr M has complained that NewDay Ltd trading as Aqua irresponsibly lent to him. What happened Mr M opened a credit card account with NewDay (trading as Aqua) in April 2021. His credit limit was £900. In August 2021 it was increased to £1,200. Mr M is represented by... (2 pages)View decision -
Decision Reference DRN-4289051
16 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4289051 The complaint Mrs S complains that the layout of her statement in relation to a credit card held with NewDay Ltd trading as John Lewis Partnership Credit (“NewDay”) is misleading. What happened Mrs S is unhappy about the layout of her credit card statement. She says that the s... (2 pages)View decision -
Decision Reference DRN-2753071
13 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2753071 The complaint Miss M complains that NewDay Ltd irresponsibly allowed her to open two credit card accounts which were unaffordable. What happened Miss M says she opened two NewDay accounts. The first was opened in 2014 and credit limit increases were applied until the account wa... (2 pages)View decision -
Decision Reference DRN-5512987
11 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5512987 The complaint Miss G complains that NewDay Ltd trading as Marbles (“NewDay”) lent her a credit card irresponsibly, and raised the credit limit when she could only afford minimum payments. Miss G is represented by a professional third party, but for ease of reference I’ll ref... (4 pages)View decision -
Decision Reference DRN-4673408
20 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4673408 The complaint Mrs B complains about issues she’s experienced with her John Lewis credit card which is administered by NewDay Ltd. What happened Mrs B held a John Lewis credit card account. She’s unhappy because she returned from a cruise to find that she’d received several lett... (3 pages)View decision -
Decision Reference DRN-2040838
22 Jan 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2040838 The complaint Mrs M is unhappy with how NewDay Ltd (trading as Aqua) handled her credit card account when it went into arrears. What happened Mrs M fell into arrears with her Aqua credit card in May 2019. She contacted NewDay at the beginning of May 2019 to explain she’d lost h... (2 pages)View decision -
Decision Reference DRN-5680648
11 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5680648 The complaint Mr J complains that NewDay irresponsibly provided him with two credit cards and increased the limit on one of the cards. What happened The background is well-known to the parties, so I’ve set out a summary of what I think are the key events. NewDay provided M... (9 pages)View decision -
Decision Reference DRN4019632
16 Jun 2016 NewDay Ltd UpheldPayment protection insurance (PPI)Mr P says that NewDay Limited (NewDay) mis-sold him a regular premium payment protection insurance (PPI) policy.backgroundNewDay sold Mr P the PPI for a credit card in 2000. The PPI included accident, sickness and unemployment cover.Our adjudicator thought Mr P’s comp... (3 pages)View decision