Not upheld: Service failures generally complaint against JAJA FINANCE LTD trading as Asda Money Credit Card

Decision detail

Summary

Mrs D complained that Asda Money failed to correctly synchronize her credit card account with her rewards account after she updated her email address, preventing her from accessing rewards since September 2025. Asda Money provided troubleshooting steps and offered £110 compensation, but Mrs D rejected this, arguing the technical issue remained unresolved and that Asda Money should take full responsibility since rewards were a key reason for choosing the product. The ombudsman found that evidence showed the rewards transfer from the credit card was functioning correctly, and the problem of rewards not arriving in the cashpot appeared to originate with the rewards account operator rather than Asda Money. Since the rewards account is not a regulated activity under FOS jurisdiction, the ombudsman did not uphold the complaint but found the £110 compensation fair for the service failures and inconvenience caused.

The Ombudsman's reasoning

The ombudsman accepted that Asda Money experienced service failures and that the rewards feature was a key reason Mrs D chose the product. However, the evidence showed that the transfer of rewards from the Asda Money credit card app was working correctly. The issue of rewards not arriving in the cashpot and the duplicate account error appeared to be problems with the rewards account operator rather than Asda Money. Since the rewards account is not a regulated activity under FOS jurisdiction and the technical issue appears to originate with the rewards operator, Asda Money cannot be held responsible for resolving it. The £110 compensation offered was deemed fair for the service failures and inconvenience experienced.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website