Not upheld: Unknown / needs review complaint against Lloyds Bank PLC trading as MBNA

Decision detail

Summary

Ms Y applied for a credit card via Money Supermarket in July 2025, believing it offered 0% interest on purchases for 22 months. She made purchases after the first 60 days and was charged interest, which she disputed as the marketing material did not specify the 60-day limitation. The credit agreement, which Ms Y signed during the application process, explicitly stated the 0% rate applied only to purchases made within the first 60 days. The ombudsman found the credit agreement was clear and not misleading, and upheld Lloyds' position that interest was correctly applied in accordance with the terms. The ombudsman did not uphold the complaint, finding Lloyds' goodwill refund of £146.90 to be fair and reasonable.

The Ombudsman's reasoning

While the Money Supermarket marketing material was ambiguous and did not mention the 60-day limitation, the credit agreement presented during the application process clearly stated that the 0% interest applied only to purchases made within the first 60 days. Ms Y signed the credit agreement confirming she had read and understood the terms. The ombudsman was satisfied the credit agreement was not incorrect or misleading about the promotional offer. Lloyds' goodwill refund of £146.90 was considered a fair and reasonable resolution.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website