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-2867888
2 Jul 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2867888 The complaint Mrs L, represented by her son, complained because NewDay Ltd: - debited £250.85 to her account in error; - sent arrears letters and a default letter, although Mrs L had reported that she hadn’t made the transaction; and - didn’t resolve the problem quickly or effi... (5 pages)View decision -
Decision Reference DRN-2221823
30 Sep 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2221823 The complaint Mrs B complains NewDay Ltd (trading as Aqua) lent to her irresponsibly. She’s unhappy about the level of interest she’s been charged and that she wasn’t issued a new card when her old one expired. She’s also unhappy with the way NewDay responded when she said she ... (6 pages)View decision -
Decision Reference DRN-5196463
15 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5196463 The complaint Mrs B complains that NewDay Ltd (trading as Marbles Card) was irresponsible when it offered her credit. What happened NewDay opened a credit card account for Mrs B in early August 2022 with a credit limit of £900. This type of credit was an open-ended or runni... (3 pages)View decision -
Decision Reference DRN-2685798
13 Apr 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2685798 The complaint Mr H complains that NewDay Ltd, trading as Aqua, lent to him irresponsibly by providing, and increasing the credit limit on, a credit card. What happened Mr H applied for a credit card with NewDay in December 2013. NewDay agreed to provide this. The initial credi... (4 pages)View decision -
Decision Reference DRN-4506156
7 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4506156 The complaint Mr C is unhappy that NewDay Ltd trading as John Lewis Partnership Card declined his request for a credit limit increase and refused to tell him why. What happened Mr C opened an account with NewDay in August 2022 with a credit limit of £3000. In 2023 Mr C contacte... (2 pages)View decision -
Decision Reference DRN-4194525
21 Aug 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4194525 The complaint Mr W complains that NewDay Ltd trading as John Lewis Partnership Card (JLPC) declined two applications for a new credit card due to an error on their systems and they did not handle his complaint effectively. What happened Mr W says he received an email invitation... (4 pages)View decision -
Decision Reference DRN0006324
7 Feb 2019 NewDay Ltd Not upheldBanking and creditMs D complains that NewDay Ltd told her she could open a number of credit card accounts but then it suspended the accounts and assumed Ms D was the victim of fraud. Ms D is being helped in her complaint by her son.backgroundMs D says she had existing NewDay acco... (2 pages)View decision -
Decision Reference DRN-3686202
6 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3686202 The complaint Ms S is unhappy that NewDay Ltd provided new and further credit to her on multiple occasions, all instances of which she feels weren’t affordable for her at those times. What happened In March 2017, Ms S successfully applied for a NewDay branded credit account (“B... (8 pages)View decision -
Decision Reference DRN3757510
3 May 2017 NewDay Ltd UpheldBanking and creditMrs A complains that NewDay Ltd (trading as Debenhams) reported incorrect information about her credit record which prevented her from remortgaging.backgroundMrs A applied for a joint remortgage in February 2016. The potential lender told her that it could not agree as s... (2 pages)View decision -
Decision Reference DRN-4024710
1 Apr 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4024710 The complaint Miss M complains that NewDay Ltd trading as Fluid Credit Card irresponsibly allowed her to open a credit card account which was unaffordable. What happened Miss M says she opened the Fluid account in December 2021 but says the application should not have been appr... (2 pages)View decision