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 1102 results
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Decision Reference DRN-3864794
20 Dec 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3864794 The complaint Ms G complains that NewDay, trading as Debenhams, should not have accepted her credit card application or increased the credit limit on her credit card account as the lending was both unaffordable and irresponsible. What happened Ms G is represented in this compla... (4 pages)View decision -
Decision Reference DRN-3657343
19 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3657343 The complaint Mrs M complains that NewDay Ltd trading as Marbles Card has irresponsibly lent to her. Mrs M is represented by her husband in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments he has made as being made by Mrs M herself. Wh... (4 pages)View decision -
Decision Reference DRN-5467471
2 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5467471 The complaint Mr P complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr P applied for an Aqua credit card in August 2019. In his application, Mr P said he was earning... (3 pages)View decision -
Decision Reference DRN-3437734
19 Apr 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3437734 The complaint Ms S is unhappy that NewDay Ltd is holding her liable for debts she says were taken out in her name without her consent. What happened Between December 2016 and October 2018, five credit card accounts were opened with NewDay in various versions of Ms S’s name usin... (6 pages)View decision -
Decision Reference DRN-4260850
25 Oct 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4260850 The complaint Miss D complains NewDay Ltd lent to her irresponsibly. What happened Miss D opened the following accounts with NewDay, and was given the credit limits below: Credit card 1 Date Limit August 2018 £300 December 2018 £1,200 April 2019 £2,950 September 2019 £3,750 Jul... (5 pages)View decision -
Decision Reference DRN-4780617
3 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4780617 The complaint Miss H complains that NewDay Ltd have acted irresponsibly by issuing her with a credit card and increasing her limit several times. What happened Miss H has a NewDay credit card and is struggling to make the minimum payment. Her minimum payment is less than the in... (5 pages)View decision -
Decision Reference DRN-5973274
30 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5973274 The complaint Ms M complains that NewDay Ltd irresponsibly provided her with an unaffordable credit card. What happened NewDay provided Ms M with a Debenhams branded credit card in 2015 with an opening limit of £1,000. NewDay has confirmed the credit limit was never increase... (5 pages)View decision -
Decision Reference DRN8859879
25 Oct 2019 NewDay Ltd UpheldBanking and creditComplaintMr C complains that NewDay Ltd (trading as Aqua) lent irresponsibly when it approved his credit card application and later increased his credit limit. BackgroundMr C applied for an Aqua credit card and was approved for a £250 credit limit in September 2012. In December 2012 Mr C a... (2 pages)View decision -
Decision Reference DRN-2324110
7 Nov 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2324110 The complaint Miss R complains that lending made to her by NewDay Ltd was irresponsible. What happened Miss R had three credit cards with NewDay. She wanted us to look at all the lending that NewDay had made to her. Miss R applied for the first card in September 2017, a card ca... (4 pages)View decision -
Decision Reference DRN-3080646
18 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3080646 The complaint Mr B complains of irresponsible lending by NewDay Ltd trading as Aqua. He would like any further action on his debt to be stopped pending our investigation What happened The details of this complaint are well known to both parties so I won’t repeat them again here... (2 pages)View decision