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 DRN2280064
19 Dec 2018 Financial Insurance Company Limited Not upheldPayment protection insurance (PPI)Mrs S says Financial Insurance Company Limited (FICL) mis-sold her a payment protection insurance (PPI) policy.backgroundThis complaint is about a PPI policy Mrs S took out to cover repayments on a store card. It’s been agreed that FICL, as the insurer, should take r... (2 pages)View decision -
Decision Reference DRN5125871
17 Jan 2020 NewDay Ltd Not upheldBanking and creditMs R has complained that NewDay Ltd (trading as Aqua) wrongly reported two credit searches for one credit card application, which adversely affected her credit score. She called for Aqua to remove the record of the second search from her credit file with credit reference agencies. backgrou... (2 pages)View decision -
Decision Reference DRN5936314
29 Jan 2018 NewDay Ltd UpheldBanking and creditMiss R complains that NewDay Ltd (trading as Aqua) repeatedly raised her credit limit on her credit card account, although she couldn’t pay the money back.background Miss R said that Aqua repeatedly raised her credit limit, although she couldn’t afford it. Miss R sai... (4 pages)View decision -
Decision Reference DRN-5273702
6 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5273702 The complaint Ms R complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Ms R was approved for an Aqua credit card in May 2016 with a £250 credit limit. This was increased to £400 in November 2017, and the credit limit was increased to £1,100 in ... (3 pages)View decision -
Decision Reference DRN3554581
4 Apr 2017 NewDay Ltd Not upheldBanking and creditMr S complains that NewDay Ltd gave him wrong information and he was unable to use their online systems. Mr S also complained that when he spoke with NewDay Ltd he received poor customer service and he was unhappy with the complaints handling process.NewDay Ltd trades ... (2 pages)View decision -
Decision Reference DRN-6151896
13 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6151896 The complaint Mrs J complains that NewDay Ltd trading as John Lewis Credit Card have irresponsibly lent to her. What happened Mrs J was approved for a John Lewis credit card in December 2023, with a £1,200 credit limit. The credit limit was increased a further three times: i... (4 pages)View decision -
Decision Reference DRN6537319
13 Dec 2017 NewDay Ltd UpheldBanking and creditMr H complains that NewDay Ltd (trading as Marbles Card) kept blocking his online account.backgroundMr H said his Marbles account kept being locked. He received a number of emails but thought they were probably fraudulent. The emails said his account had been locked ... (2 pages)View decision -
Decision Reference DRN-5073824
24 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5073824 The complaint Miss B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and went on to increase the credit limit. What happened Miss B applied for a credit card with Aqua in May 2020. In her application, Miss B said she... (3 pages)View decision -
Decision Reference DRN-5136463
29 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5136463 The complaint Mr P complains NewDay Ltd trading as Aqua irresponsibly lent to him. Mr P is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr P himself. What happe... (4 pages)View decision -
Decision Reference DRN8399879
26 Nov 2018 NewDay Ltd UpheldBanking and creditMr M complains that NewDay Ltd (trading as Aqua) didn’t send him a new credit card when his old one expired. As a result of the problems, Mr M closed his account. backgroundMr M had an Aqua credit card that expired in early 2018.Due to technical problems at Aqua... (2 pages)View decision