Not upheld: misleading information about rewards/cashback terms and clarity of communications complaint against MBNA Limited

Decision detail

Summary

Miss P complained that MBNA's credit card cashback was unclear and incorrectly applied. She believed she should have received 0.5% cashback but only received 0.25%, and was concerned about the 'rounding down' methodology. The ombudsman found that MBNA presented the 0.25% rate during the application process and provided supplementary terms explaining how the cashback would be calculated. The cashback payments were correctly applied, and there was no evidence Miss P was misled about the rate. The ombudsman rejected Miss P's complaint, finding MBNA had not acted unfairly or provided misleading information.

The Ombudsman's reasoning

The ombudsman found on the balance of probabilities that Miss P was more likely than not presented with the 0.25% cashback rate and signposted to additional terms and conditions during the application process. The evidence showed that information about how the cashback would be calculated, including the 'rounding down' methodology, was available to customers. The cashback payments were correctly applied to Miss P's account. There was no requirement for MBNA to highlight differences with other providers or provide the level of detail Miss P believed should have been available.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website