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 2101 results
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Decision Reference DRN-3669632
26 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3669632 The complaint Mrs H complains that NewDay Ltd provided her with two credit cards and increased the limit on both without adequately checking that she could afford any repayments. What happened Mrs H applied for and was provided with two credit cards by NewDay. The cards and dat... (5 pages)View decision -
Decision Reference DRN-2730149
30 Apr 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2730149 The complaint Mr H complains that NewDay Ltd didn’t correctly process his payment for a holiday and as a result the loyalty points he’d accrued on his card weren’t redeemed against the purchase price. He’d like NewDay Ltd to pay him the monetary value of the points he’d accrued... (3 pages)View decision -
Decision Reference DRN-4539593
4 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4539593 The complaint Ms G complains NewDay Ltd said she’d need a mobile phone if she wanted to carry on using her credit card. What happened Ms G says she’d had a John Lewis credit card for over 10 years and found it useful as she shopped at Waitrose on a regular basis meaning she ear... (3 pages)View decision -
Decision Reference DRN-3830309
8 Feb 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3830309 The complaint Mr S complains that NewDay Ltd, the issuer of his Amazon credit card, applied a late payment marker to his credit file. What happened Mr S says that NewDay allowed Amazon to use his credit card without his permission in February 2022 resulting in a late payment fo... (2 pages)View decision -
Decision Reference DRN1185109
23 Apr 2018 NewDay Ltd Not upheldBanking and creditMr M has complained about the customer service he received from NewDay Ltd relating to his credit card.backgroundIn late 2017, Mr M was given a refund of just over £400 on some goods he bought with his NewDay credit card. He asked NewDay if this would change what... (2 pages)View decision -
Decision Reference DRN3120955
1 Mar 2016 NewDay Ltd Not upheldBanking and creditMiss P complains that NewDay Limited (NewDay) took too long to report on her Credit Reference Agency (CRA) credit file that her account with NewDay was in default. And she wants compensation and her CRA credit file corrected.backgroundI issued my provisional decision... (3 pages)View decision -
Decision Reference DRN-4734208
9 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4734208 The complaint Mr E complains that was unable to contact the fraud department at NewDay Ltd, trading as John Lewis Partnership Card, which left him without the use of his credit card. What happened In November 2023, Mr E attempted to use his NewDay credit card to make a purchase... (2 pages)View decision -
Decision Reference DRN-3694009
9 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3694009 The complaint Mrs T complains that NewDay Ltd irresponsibly lent to her. Mrs T is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mrs T herself. What happened Mrs T a... (4 pages)View decision -
Decision Reference DRN-2981332
4 May 2022 NewDay Ltd UpheldBanking and PaymentsDRN-2981332 The complaint In summary, Mr S has complained that NewDay Ltd trading as Aqua, irresponsibly provided him with a credit card and credit limit increases. What happened In January 2015, NewDay provided Mr S with a credit card. The initial credit limit was £600. In April 2015, the... (3 pages)View decision -
Decision Reference DRN5612203
21 May 2020 NewDay Ltd Not upheldBanking and creditComplaintMiss L complains that NewDay Ltd increased her credit limit without checking if it was affordable for her. She’s now in financial difficulties and her debt with NewDay isn’t decreasing because of the interest and charges being added to her account.BackgroundMiss L successfully app... (3 pages)View decision
