NewDay Ltd

Financial Ombudsman decision DRN-4705284 Upheld

Upheldoutcome, as published by the Ombudsman

£250redress stated in the decision

Tue Apr 23deadline to accept (not the decision date)

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Identity checks and access, Support for vulnerable customers

In the Ombudsman’s words

Mrs S complains that NewDay Ltd trading as John Lewis Partnership (NewDay) is asking for identification documents she doesn’t have in order to apply for a credit card.Identity checks and access

Mrs S was told that because her passport wasn’t valid, her application couldn’t go any further. But this approach appears to exclude those customers who dSupport for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4705284.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.