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 2113 results
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Decision Reference DRN-5373753
26 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5373753 The complaint Mr O complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr O applied for a Fluid credit card in August 2022. In his application, Mr O said he was employ... (3 pages)View decision -
Decision Reference DRN-3601873
19 Jul 2022 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-3601873 The complaint Miss S complains that Shop Direct Finance Company Limited (‘Shop Direct’) irresponsibly gave her two running account credit facilities that she couldn’t afford. What happened On 2 December 2017, Miss S applied for a credit account with Shop Direct trading as Littl... (3 pages)View decision -
Decision Reference DRN8971594
13 Jun 2019 NewDay Ltd Not upheldBanking and creditMr C complains that NewDay Ltd trading as Aqua have raised the interest rate on his credit card.backgroundMr C has had an Aqua credit card for a number of years. In 2017, Aqua increased the interest rate on the card. They wrote to Mr C two months before the increase ... (3 pages)View decision -
Decision Reference DRN3419379
28 Oct 2019 NewDay Ltd UpheldBanking and creditMrs M has complained that NewDay Ltd (trading as “Aqua”card) provided her with a credit card irresponsibly. She’s said that Aqua would have seen she was already in debt if it had carried out checks and it was unreasonable for Aqua to then increase the credit limit.backgroundI attach my pro... (13 pages)View decision -
Decision Reference DRN-5191811
30 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5191811 The complaint Miss W complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss W applied for an Aqua credit card in August 2021. In her application, Miss W gave an incom... (3 pages)View decision -
Decision Reference DRN4107081
8 Jan 2020 NewDay Ltd Not upheldBanking and creditComplaintMs E complains that NewDay Ltd (trading as Aquacard) misled her when she called to talk about a payment arrangement and payment holiday last year. Ms E says Aquacard incorrectly said that no adverse information about her arrangements would be reported to the credit reference agenc... (2 pages)View decision -
Decision Reference DRN-1762071
21 Jul 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1762071 The complaintMr M complains that NewDay Ltd trading as Aqua has charged him the wrong interest rate on his credit card account. What happenedMr M took out a credit card with Aqua in September 2019. It was advertising a rate of 35.9% APR (Annual Percentage Rate), and also said ... (3 pages)View decision -
Decision Reference DRN8776802
1 May 2018 NewDay Ltd Not upheldBanking and creditMr M complains about NewDay Ltd (“the business”) about interest calculations on his Aqua credit card. Mr M wants the business to reinstate the cashback option and accrued balance which he lost when his account exceeded its credit limit. backgroundMr M has held his Aqua... (3 pages)View decision -
Decision Reference DRN-5094167
4 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5094167 Complaint Miss T has complained about a credit card NewDay Ltd (trading as “Dorothy Perkins”) provided to her. She says credit card was irresponsibly provided to her. Background Dorothy Perkins provided Miss T with a credit card with a limit of £500 in October 2019. Miss T’... (3 pages)View decision -
Decision Reference DRN-4969786
2 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4969786 The complaint Mrs R complains about a decision taken by NewDay Ltd trading as John Lewis Credit Card (“John Lewis”) not to refund to her the sum of £369 she paid a company that I will call “M” for an item of clothing. What happened On 13 December 2023 Mrs R purchased an item... (3 pages)View decision
