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 DRN6754646
15 Jan 2019 NewDay Ltd Not upheldBanking and creditMrs G complains that NewDay Ltd (NewDay) recorded a default on her credit file without advising her or giving her the opportunity to pay the outstanding debt.backgroundMrs G took out an Aqua credit card, administered by NewDay, in September 2014 with a £250 credit limi... (3 pages)View decision -
Decision Reference DRN-3146913
5 Nov 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3146913 The complaint Miss S complains that NewDay Ltd acted irresponsibly by granting her a credit card and increasing her credit limit several times. She says the lending was unaffordable for her. What happened In January 2017, Miss S applied for a credit card with NewDay. Her applic... (5 pages)View decision -
Decision Reference DRN-1908369
11 Nov 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1908369 The complaint Mr M complains that NewDay Limited (NewDay) have unfairly defaulted his credit card account and informed credit reference agencies which has damaged his credit score. He would like it to amend the references. What happened Mr M had a credit card account with NewDa... (2 pages)View decision -
Decision Reference DRN-5369290
21 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5369290 The complaint Mr C complains that NewDay Ltd trading as BIP reported adverse information about his credit card account to credit reference agencies. What happened In 2023, Mr C complained to NewDay that the credit card account wasn’t affordable when it was sold. NewDay uphel... (2 pages)View decision -
Decision Reference DRN-4676264
13 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4676264 The complaint Mrs H complains NewDay Ltd trading as John Lewis Credit Card gave her a low credit limit. What happened Mrs H held a John Lewis credit card with another provider, NewDay then took over the brand. Mrs H applied for a credit card with NewDay and was given a £1,000 c... (3 pages)View decision -
Decision Reference DRN-3207430
31 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3207430 The complaint Mr B is unhappy that NewDay Ltd provided new and further credit to him at time when the provision of such credit wasn’t affordable for him. What happened In March 2015, Mr B applied for a credit account with NewDay. His application was approved, and Mr B was issue... (4 pages)View decision -
Decision Reference DRN-5840928
25 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5840928 The complaint Mr G complains that NewDay Ltd lent irresponsibly when it approved two credit card applications he made and increased the credit limit on both accounts. What happened The background to this complaint and my initial conclusions were set out in a provisional dec... (5 pages)View decision -
Decision Reference DRN-4217185
23 Aug 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4217185 The complaint Mr F complains NewDay Ltd (NewDay) refused his online credit card application to transfer his existing credit card account from another provider and gave poor customer service. What happened Mr F says he held a partnership credit card with a major retailer, and it... (2 pages)View decision -
Decision Reference DRN-5264013
12 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5264013 The complaint The estate of Mrs V complains that NewDay Ltd trading as John Lewis Partnership Card. The estate of Mrs V is represented by Mr P, as the sole executor of Mrs V’s estate. What happened Mrs V held a credit card account with NewDay. In February 2024, NewDay was no... (3 pages)View decision -
Decision Reference DRN4068749
15 Mar 2018 NewDay Ltd Not upheldBanking and creditMiss Z is unhappy with the time taken by NewDay Ltd to clear her credit file when identity fraud had been reported by her. She’s also unhappy that the business allowed a credit card to be taken out in her name without carrying out the appropriate checks.backgroundOn... (2 pages)View decision
