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 803 results
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Decision Reference DRN-3517008
6 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3517008 The complaint Mr B complains that NewDay Ltd trading as Aqua lent to him irresponsibly when it provided him with credit limits. What happened I issued my provisional decision about this complaint on 11 May 2022. I provisionally upheld the complaint. Here’s what I said: What hap... (6 pages)View decision -
Decision Reference DRN-3133587
2 Nov 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3133587 The complaint Ms L complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved her credit card and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: M... (3 pages)View decision -
Decision Reference DRN-4860977
1 Aug 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4860977 The complaint Mr S complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. He wants all interest and charges applied to his accounts refunded along with compensatory interest and any adverse information removed from his credit file. Mr S is represe... (4 pages)View decision -
Decision Reference DRN-3687513
8 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3687513 The complaint Ms B complains that NewDay Ltd lent to her irresponsibly. What happened In November 2016, Ms B applied to NewDay for a retailer branded credit card. NewDay approved Ms B’s application and agreed a credit limit of £1,000. In or around August 2017, NewDay increased ... (5 pages)View decision -
Decision Reference DRN-5381429
27 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5381429 The complaint Mr L complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and went on to increase the credit limit. What happened Mr L applied for an Aqua credit card in October 2022. In his application Mr L said he was emp... (3 pages)View decision -
Decision Reference DRN-3452139
8 Jun 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3452139 The complaint Miss E complains that NewDay Ltd didn’t authorise a transaction from her credit card. What happened Miss E holds a credit card account with NewDay. In November 2021, Miss E attempted to buy two rings from a luxury department store. She’d travelled some way to vis... (3 pages)View decision -
Decision Reference DRN-4529638
15 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4529638 The complaint Mrs B has a credit card provided by NewDay (“NewDay”), trading as John Lewis Partnership Card. She is complaining about the 15 day interest free period that New Day provides for payment of sums due before interest is charged. She says this is unreasonably short. W... (2 pages)View decision -
Decision Reference DRN-2879741
23 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2879741 The complaint Mrs K complains that NewDay Ltd trading as Aqua irresponsibly allowed her to open a credit card account and later increased her credit limit which were both unaffordable. What happened Mrs K says she was in financial difficulties when the credit card account was o... (2 pages)View decision -
Decision Reference DRN6146769
13 Jun 2018 NewDay Ltd Not upheldBanking and creditMiss B has complained that NewDay Ltd (trading as Aqua) acted irresponsibly when it increased the limit on her credit card and when it allowed her to open a second card at a time when her first card was still open.backgroundMiss B has held four credit cards with Aqu... (2 pages)View decision -
Decision Reference DRN4107809
15 Feb 2018 NewDay Ltd UpheldBanking and creditMr W complains that it was irresponsible for NewDay Limited to give him a credit card and then to increase his credit limit.backgroundMr W opened a credit card account with NewDay in 2014. Later that year he entered into a debt management plan and NewDay sold his acco... (2 pages)View decision
