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
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Decision Reference DRN-5423412
25 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5423412 The complaint Mr C 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 Mr C applied for a Marbles credit card in March 2016. In his application, Mr C said he was em... (3 pages)View decision -
Decision Reference DRN-4084094
16 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4084094 The complaint Mr S complains that NewDay Ltd (“NewDay”) irresponsibly granted him two credit accounts that he says he couldn’t afford to repay. What happened Mr S entered into agreements with NewDay to have access to credit with two separate credit card accounts. The first, an ... (4 pages)View decision -
Decision Reference DRN-5921584
10 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5921584 The complaint Mr T complains that NewDay Ltd trading as Aqua (NewDay) acted irresponsibly in opening a credit card account and to subsequent credit limit increases. What happened Around August 2021 Mr T applied for a revolving credit facility (credit card) with NewDay. His a... (4 pages)View decision -
Decision Reference DRN-4289051
16 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4289051 The complaint Mrs S complains that the layout of her statement in relation to a credit card held with NewDay Ltd trading as John Lewis Partnership Credit (“NewDay”) is misleading. What happened Mrs S is unhappy about the layout of her credit card statement. She says that the s... (2 pages)View decision -
Decision Reference DRN-3713543
26 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3713543 The complaint Mr D complains that NewDay Ltd (‘NewDay’) wrongly increased his credit limit when this was not affordable for him. What happened Mr D took out a credit card with NewDay in August 2018. NewDay says that he told them that he earned £12,000 per year and had unsecure... (4 pages)View decision -
Decision Reference DRN-3331952
22 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3331952 The complaint Ms R, through a representative, says NewDay Ltd irresponsibly lent to her. What happened Ms R took out a credit card from NewDay in October 2016, she was given a credit limit of £250. In October 2017 NewDay increased this to £500. Ms R says the lending was never a... (3 pages)View decision -
Decision Reference DRN-3328328
21 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3328328 The complaint Ms D, through a representative, says NewDay Ltd irresponsibly lent to her. What happened Ms D took out four credit cards from NewDay. A summary of her borrowing follows. card taken out initial limit, £ limit increase new limit, £ 1 Nov-17 450 - - 2 Aug-19 450 Mar-... (3 pages)View decision -
Decision Reference DRN-3801438
14 Dec 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3801438 The complaint Mr B says NewDay Ltd irresponsibly lent to him. What happened This complaint is about two credit cards provided by NewDay Ltd to Mr B. It seems the Aqua account opened in January 2013 with a credit limit of £250. This account had a number of credit increases over ... (4 pages)View decision -
Decision Reference DRN-5642981
27 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5642981 The complaint Mr A is unhappy NewDay Ltd, trading as John Lewis Partnership Credit (NewDay) did not agree to increase the limit on his credit card, and then didn’t explain to him the reason for their decision. What happened Mr A opened a credit card with NewDay in 2022 and ... (3 pages)View decision -
Decision Reference DRN-4082340
2 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4082340 The complaint Miss H complains that NewDay Ltd irresponsibly provided her with two credit cards she couldn’t afford to repay. She’s also unhappy with the credit limit increases (CLIs) it subsequently applied to the accounts. What happened In February 2019 NewDay opened a Marble... (3 pages)View decision