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 2568 results
-
Decision Reference DRN-3325753
24 May 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3325753 The complaint Mrs G complains that NewDay Ltd trading as Aqua should have recorded a default on her account when she entered a debt management plan. What happened Mrs G had a NewDay branded credit card. In 2014, she suffered financial difficulties, which resulted in her enterin... (3 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-5805832
24 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5805832 The complaint Miss H says NewDay Ltd (‘NewDay’), irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards two credit cards. She says that NewDay increased the credit limit on the cards to the point that they w... (4 pages)View decision -
Decision Reference DRN-4194837
14 Nov 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4194837 The complaint Mrs M complains that NewDay Ltd trading as John Lewis Partnership Card (‘NewDay’) didn’t apply a refund to her credit card account. Mrs M says the failure to apply the refund caused additional interest to be applied to her card account. What happened Mrs M placed ... (2 pages)View decision -
Decision Reference DRN-2722735
29 Mar 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2722735 The complaint Miss O is complaining about irresponsible lending by NewDay Ltd. What happened In March 2016, Miss O applied for a credit card with NewDay. Her application was successful and NewDay initially set a £100 credit limit. In June 2016, NewDay increased Miss O’s credit ... (4 pages)View decision -
Decision Reference DRN-4480087
4 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4480087 The complaint Mr W says NewDay Ltd, trading as Aquacard, irresponsibly lent to him. What happened Mr W took out a credit card in March 2014 with an opening limit of £250. As the parties are aware this complaint looks at the limit increases from July 2017 onwards. At that point ... (3 pages)View decision -
Decision Reference DRN-3372047
17 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3372047 The complaint Mrs T complains that NewDay Ltd trading as Marbles has irresponsibly lent to her. What happened Mrs T applied for a branded NewDay credit card in March 2020 and was accepted for a £900 credit limit. Mrs T complained to NewDay that they had irresponsibly lent to he... (5 pages)View decision -
Decision Reference DRN4171523
24 Jan 2019 NewDay Ltd UpheldBanking and creditMr D complains that NewDay Ltd didn’t register a default on his account at the same time as his other creditors. It affected his rating.backgroundMr D had a credit card provided by NewDay. He got into difficulty with his payments. And in August 2010 he entered into a... (2 pages)View decision -
Decision Reference DRN-3332199
22 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3332199 The complaint Miss C says NewDay Ltd, trading as Aqua, irresponsibly lent to her. What happened Miss C applied for a credit card in March 2017. It was approved with a limit of £1,200 and she was given five subsequent credit limit increases by NewDay. The first increase in July ... (3 pages)View decision -
Decision Reference DRN-5706440
15 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5706440 The complaint Ms S complains that NewDay Ltd trading as Fluid (NewDay) failed to refund her through its disputes process and says it sent her another customer’s information. What happened Using her credit card with NewDay Ms S made a payment to a mechanics (who I’ll call V)... (3 pages)View decision