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 2421 results
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Decision Reference DRN-5642789
31 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5642789 The complaint Miss G is unhappy with several aspects of the service that she’s received from NewDay Ltd. What happened Miss G was unhappy with the service she’d received from NewDay surrounding a payment she’d made to NewDay that NewDay hadn’t acknowledged and which was miss... (3 pages)View decision -
Decision Reference DRN-4773018
25 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4773018 The complaint Mrs B complains about the credit limit of her NewDay Ltd trading as John Lewis Partnership Card credit card. What happened Mrs B has explained that she’s held accounts with John Lewis for many years. Mrs B had a credit card that had a limit of £6,700 operated by J... (2 pages)View decision -
Decision Reference DRN-3568944
1 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3568944 The complaint Mr T complains that NewDay Ltd lent irresponsibly when it approved credit card applications for its Aqua and Amazon accounts and later increased the credit limits. What happened The background to this complaint and my initial conclusions were set out in my provisi... (4 pages)View decision -
Decision Reference DRN-4456004
16 Nov 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4456004 The complaint Mr B complains that NewDay Ltd has refused his account application and hasn’t provided him with the reasons for doing so. He also complains that NewDay has ignored his letters to it about the application. What happened Mr B says he held a credit card account which... (3 pages)View decision -
Decision Reference DRN5087695
22 Jan 2020 NewDay Ltd UpheldBanking and creditComplaint Mr L complains that NewDay Ltd lent irresponsibly each time it increased his credit limit on his Aqua credit card. BackgroundThe background to this complaint, and my initial conclusions, were set out in my provisional decision dated 12 December 2019 - a copy of which is attached ... (5 pages)View decision -
Decision Reference DRN-5584289
15 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5584289 The complaint Miss W complains NewDay Ltd trading as Marbles (NewDay) acted irresponsibly by failing to undertake a reasonable assessment of her creditworthiness, prior to approving her for credit. Miss W is represented in this complaint by a claims management company but, f... (4 pages)View decision -
Decision Reference DRN-2928882
3 Aug 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2928882 The complaint Ms C is unhappy with the way that NewDay Ltd, trading as Opus, managed her credit account. What happened Ms C had a credit account with NewDay with a credit limit of £7,800. In October 2015, NewDay increased the credit limit on Ms C’s account to £10,150. In August... (3 pages)View decision -
Decision Reference DRN-2940852
12 Aug 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2940852 The complaint Mr S complains NewDay Ltd (NewDay) incorrectly recorded an incorrect surname and address on his credit file What happened Mr S says following an initial issue over goods purchased, he discovered that NewDay had amended his records and notified credit reference age... (3 pages)View decision -
Decision Reference DRN-3713804
23 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3713804 The complaint Ms R complains NewDay Ltd (NewDay) increased the credit limit on her credit card account, despite having made them aware of her personal circumstances. What happened Ms R says she held two credit card accounts with NewDay. Ms R says she was struggling financially ... (4 pages)View decision -
Decision Reference DRN-3061961
22 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3061961 The complaint Mr L complains that NewDay Ltd trading as Aqua lent irresponsibly by approving two credit cards in his name and increasing the credit limits. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. In my p... (4 pages)View decision
