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 2145 results
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Decision Reference DRN-4651765
8 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4651765 The complaint Mr A, who is represented by a third party, complains that NewDay Ltd (“NewDay”) irresponsibly granted him three credit card accounts that he couldn’t afford to repay. What happened Mr A entered into agreements with NewDay to have access to credit with three separa... (3 pages)View decision -
Decision Reference DRN-4705284
26 Mar 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4705284 The complaint Mrs S complains that NewDay Ltd trading as John Lewis Partnership (NewDay) is asking for identification documents she doesn’t have in order to apply for a credit card. What happened Mrs S has held and used a John Lewis Partnership (JLP) branded credit card for a n... (3 pages)View decision -
Decision Reference DRN-2722364
14 Apr 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2722364 The complaint Mr C complains that he was given incorrect information about his credit card account interest rate by Newday Ltd. What happened Mr C says he called NewDay in October 2019 and asked about the interest rate on his credit card account. He says he was given incorrect ... (2 pages)View decision -
Decision Reference DRN9842639
18 Jun 2020 NewDay Ltd Not upheldBanking and creditMr G complains that NewDay Ltd initially refunded £490.13 to his account after he asked it to do a chargeback but a few months later it then debited more than this from his account. He also complains that NewDay Ltd placed him on hold and said it would call him back but didn’t do so. backg... (5 pages)View decision -
Decision Reference DRN-3974402
20 Feb 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3974402 The complaint Mr J complains that NewDay Ltd should not have agreed his credit card applications or increased his credit limit as the lending was both unaffordable and irresponsible. What happened Mr J is represented in this complaint. However, for the sake of simplicity in thi... (4 pages)View decision -
Decision Reference DRN6017883
29 Jan 2018 NewDay Ltd Not upheldBanking and creditMrs M complains that NewDay Ltd has been taking money from her account which she didn’t think was due to it.backgroundMr M on behalf of Mrs D contacted NewDay to ask about monthly payments being taken from her account. He thought the account was settled so didn’t un... (3 pages)View decision -
Decision Reference DRN-3423722
25 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3423722 The complaint Mrs W complains that NewDay Ltd (“NewDay”), trading as Aqua, irresponsibly granted her credit that she couldn’t afford to repay. What happened NewDay approved a credit card application for Mrs W in November 2017. The credit limit was set at £900 and was never incr... (2 pages)View decision -
Decision Reference DRN0365897
15 Jul 2015 NewDay Ltd UpheldBanking and creditMrs H complains about the way NewDay Ltd managed her credit card account. She says this has been confusing and it’s resulted in her being charged extra. Mr H has been acting as her representative and helped deal with this complaint.backgroundMrs H realised there might... (2 pages)View decision -
Decision Reference DRN-5382596
17 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5382596 The complaint Miss M complains that NewDay Ltd irresponsibly lent to her. What happened Miss M was approved for a credit card (which I will refer to as A in this decision), in November 2021 with a credit limit of £600. I have detailed the credit limit changes below: March 20... (5 pages)View decision -
Decision Reference DRN-3579470
15 Jul 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3579470 The complaint Mr O complains that NewDay Ltd (“NewDay”), trading as Aqua, irresponsibly granted him a credit card account that he couldn’t afford to repay. What happened Mr O entered into an agreement with NewDay to have access to credit with an account that was opened for him ... (2 pages)View decision
