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 DRN9093051
20 Mar 2018 NewDay Ltd UpheldBanking and creditMs M complains that NewDay Ltd shared her account information with a third party without her consent.backgroundOn 15 February 2017, Ms M telephoned NewDay Ltd to discuss the minimum payment due on her Aqua credit card. During the call, Ms M explained that a third party ... (2 pages)View decision -
Decision Reference DRN-5193420
21 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5193420 The complaint Mr M complains about interest rate increases that NewDay Ltd (‘NewDay’), trading as Debenhams Mastercard, applied to his account. What happened Mr M experienced some difficulty making repayments towards his NewDay credit card account. He was allowed breathing s... (2 pages)View decision -
Decision Reference DRN-5930746
11 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5930746 The complaint Mr G has complained about the way NewDay Ltd trading as John Lewis Partnership Card (“NewDay”) dealt with a claim for money back in relation to a package holiday he paid for with credit it provided. What happened In June 2024, Mr G used his NewDay credit card ... (4 pages)View decision -
Decision Reference DRN-3763698
28 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3763698 The complaint Ms B complains NewDay Ltd trading as Debenhams didn’t deal fairly with a dispute she raised over a payment she made on her card for a COVID-19 testing service. What happened Ms B used her NewDay credit card in November 2020 to pay £157.99 for two COVID tests from ... (5 pages)View decision -
Decision Reference DRN-3348364
17 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3348364 The complaint Miss P complains about NewDay Ltd trading as Aqua’s (“Aqua”) refusal to give her the refund she has requested. What happened I set out the background to Miss P’s complaint in the provisional decision I issued earlier this year. However, for ease of reading, in thi... (6 pages)View decision -
Decision Reference DRN1208376
28 Nov 2014 NewDay Cards Ltd Not upheldBanking and creditMr E complains about the interest applied to his account by NewDay Cards Ltd after he paid off the balance due. our initial conclusionsThe adjudicator did not recommend that the complaint should be upheld. He was not persuaded that Mr E had asked NewDay to close his account. This m... (2 pages)View decision -
Decision Reference DRN7573921
4 Dec 2014 NewDay Ltd Not upheldBanking and creditMr H complains Newday Ltd (trading as Aqua) should refund the cost of his holiday under section 75 of the Consumer Credit Act 1974. our initial conclusionsOur adjudicator says for section 75 to apply there has to be an unbroken relationship between the debtor (Mr H), the credito... (2 pages)View decision -
Decision Reference DRN-4281920
23 Nov 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4281920 The complaint Miss L says NewDay Ltd, trading as John Lewis Credit Card, unfairly reduced the amount of time it gave her to make payments to her credit card account. What happened In August 2022 John Lewis wrote to Miss L to tell her it was changing lending partners the followi... (2 pages)View decision -
Decision Reference DRN-5278646
10 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5278646 The complaint Mr P is unhappy about the service he received from NewDay Ltd when he contacted them to query how he had exceeded the credit limit on his account. What happened Mr P holds a credit card account with NewDay. On 21 August 2024 Mr P contacted NewDay via online cha... (3 pages)View decision -
Decision Reference DRN7081802
30 Oct 2014 NewDay Ltd Not upheldBanking and creditMr M complains that NewDay Ltd declined his claim under section 75 of the Consumer Credit Act 1974.backgroundMr M has a credit card issued by NewDay Ltd.Mr M bought a timeshare which he subsequently had reason to complain about. Mr M asked a third party to help him recover the monies... (1 page)View decision