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 2155 results
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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 -
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-4524872
18 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4524872 The complaint Mr A complains that NewDay Ltd trading as Aqua (“Aqua”) failed to refund transactions he didn’t recognise. What happened What Mr A says Mr A explained that he noticed a series of transactions had been made using his Aqua credit card that he didn’t recognise. He w... (3 pages)View decision -
Decision Reference DRN-3661926
22 Aug 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3661926 The complaint Mr G complains that NewDay Ltd (trading as Marbles) lent to him irresponsibly. What happened On 6 March 2017, Mr G applied for a Marbles credit card and was given a limit of £600. He used the card regularly but in November 2018 stopped making payments and fell int... (3 pages)View decision -
Decision Reference DRN-5512444
2 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5512444 The complaint Ms W complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Ms W applied for a Fluid credit card in July 2020. In her application, Ms W said she was employe... (3 pages)View decision -
Decision Reference DRN-5364502
24 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5364502 The complaint Miss K complains that NewDay Ltd trading as Aqua irresponsibly lent her money on a credit card. What happened Miss K took out an Aqua credit card in July 2020, with an initial credit limit of £250. In July 2021, Aqua increased the credit limit to £1,250. In 202... (3 pages)View decision -
Decision Reference DRN-3133734
29 Oct 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3133734 The complaint Mrs D says that NewDay Ltd (trading as “Aqua”) didn’t carry out appropriate checks when lending to her and if it had, the checks would have shown the lending was unaffordable for her. What happened In January 2020, Mrs D was provided with an Aqua credit card with ... (3 pages)View decision -
Decision Reference DRN-3235701
23 Jan 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3235701 The complaint Ms M complains that NewDay Ltd trading as Aqua irresponsibly allowed her to open a credit card account and later increased her credit limit. She says the lending was unaffordable. What happened Ms M says she opened the Aqua account in May 2016 and at the time was ... (3 pages)View decision -
Decision Reference DRN-5302767
28 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5302767 The complaint Mrs B complains NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Mrs B was approved for an Aqua credit card in January 2018 with a £450 credit limit. I have detailed the credit limit changes below: November 2018 £450 to £1,100 April 2019 £1,1... (3 pages)View decision -
Decision Reference DRN-1119917
15 May 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1119917 The complaintMr H complains that NewDay Ltd (trading as Marbles) did not take into consideration his mental health when approving his credit card application. What happenedOn 18 September 2017, Marbles approved the online credit card application Mr H had applied for, and he was... (3 pages)View decision
