Not upheld: promotional offer not applied / application routing error complaint against Lendable Ltd (trading as Zable)

Decision detail

Summary

Miss N complained that Zable failed to honour a nine-month interest-free balance transfer promotional offer it had emailed to her. She claimed she applied using the link in the promotional email but did not receive the offer on her account. Zable's system records showed that Miss N's application using the promotional link timed out on 27 October 2025 and was not completed, while a separate successful application for a standard card was made on 29 October 2025 via a different route and email address. The ombudsman upheld Zable's position, finding that Miss N received the standard card she had successfully applied for, and therefore interest was properly charged on her balance transfer. The ombudsman gave greater weight to Zable's contemporaneous system records than to Miss N's recollection, particularly given she had started 12 applications since August 2024.

The Ombudsman's reasoning

The ombudsman placed greater weight on Zable's contemporaneous system records than on Miss N's recollection. The records clearly showed that the balance transfer promotional offer application timed out on 27 October 2025 and was not completed, while a separate application for a standard card was successfully completed on 29 October 2025 via a different route and email address. Since Miss N received the standard card she applied for, interest was properly applied to her balance transfer in accordance with the terms and conditions of that card. The ombudsman noted Miss N may have been confused given she had started 12 applications since August 2024, but this did not change the factual position that she did not complete the promotional offer application.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website