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 1089 results
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Decision Reference DRN5087695
22 Jan 2020 NewDay Ltd UpheldBanking and creditComplaint Mr L complains that NewDay Ltd lent irresponsibly each time it increased his credit limit on his Aqua credit card. BackgroundThe background to this complaint, and my initial conclusions, were set out in my provisional decision dated 12 December 2019 - a copy of which is attached ... (5 pages)View decision -
Decision Reference DRN-5824681
6 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5824681 The complaint Miss M complains that NewDay Ltd trading as John Lewis Partnership Credit Card acted irresponsibly by agreeing to lend to her. What happened Around April 2024 Miss M applied for a revolving credit facility (credit card) with NewDay. Her application was successf... (3 pages)View decision -
Decision Reference DRN-5514660
13 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5514660 The complaint Mrs T complains that NewDay Ltd, trading as Marbles, irresponsibly provided her with a credit card. Mrs T is supported in bringing this complaint by a representative. But, for ease, I’ll refer to actions and submissions as being those of Mrs T herself. What h... (3 pages)View decision -
Decision Reference DRN-4069709
19 Apr 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4069709 The complaint Mr M is unhappy as he feels NewDay Ltd provided credit to him which he couldn’t afford and that this should have been evident to NewDay, had they undertaken checks into his financial position before providing that credit. What happened In January 2020, Mr M applie... (5 pages)View decision -
Decision Reference DRN6771782
23 Aug 2018 NewDay Ltd UpheldBanking and creditMrs D is unhappy because she says that NewDay Ltd has lent money to her irresponsibly. backgroundMrs D took out a credit card in 2011. She was initially given a credit limit of £1000 but that’s now increased to £6500. She says that she was living off her state pen... (2 pages)View decision -
Decision Reference DRN-5686682
31 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5686682 The complaint Ms M complains NewDay Ltd trading as Fluid (NewDay) failed to carry out sufficient financial checks before it approved a credit card account for her. What happened Ms M says in May 2018 NewDay approved a credit card account for her with a credit limit of £600. ... (3 pages)View decision -
Decision Reference DRN-1790472
19 May 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1790472 The complaintMr T complains that NewDay Ltd (trading as Aqua) lent irresponsibly when it approved his credit card application and when it increased his credit limit. He also complains that NewDay didn't do enough to help him when he told them he was in financial difficulti... (3 pages)View decision -
Decision Reference DRN-5605394
1 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5605394 The complaint Mr W complains NewDay Ltd trading as Aqua (NewDay) failed to carry out sufficient financial checks before providing him with a credit card account and subsequently increased the credit limit on that account. What happened Mr W says NewDay approved a credit card... (3 pages)View decision -
Decision Reference DRN-5333391
3 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5333391 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 a credit card with Aqua in June 2021. In his application, Mr P said he was emplo... (4 pages)View decision -
Decision Reference DRN-5646618
17 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5646618 The complaint Miss S complains that NewDay Ltd trading as Aqua (NewDay) acted irresponsibly in agreeing to a credit card account and subsequent credit limit increase as she said the lending wasn’t affordable for her. What happened In April 2022 Miss S applied for a credit ca... (4 pages)View decision