Unpaid cashback- what are my rights.

TeaCup

I use a prepaid card (Pockit) for groceries and other daily spending. 

They have had a offer of cashback at Sainsbury’s since at least December last year but have not paid any cashback this year. 

Their latest unhelpful reply over this matter has been to say they no longer offer this service and to take it up with Sainsbury’s. The 3% cashback at Sainsbury’s is still listed on their website and in the app.

Is there an agency I can refer this to. Is it false advertising, something for the financial ombudsman? 

Hopefully this is the right section of the forum. 

Aylesbury_Duck

Have a good look at the terms and conditions first, just to make sure they are obliged to pay up.

the_lunatic_is_in_my_head

You could complain to the ASA.

Cashback is typically a you take your chances type of thing which may well be misleading but until it's tackled by someone it's unlikely there's much to be done as the cashback amount is typically not worth small claims.

TeaCup

Thanks for the replies.
I looked at the terms before I contacted them and couldn’t see a solid reason why it would not have been paid. It says to check the website or app for their current offers.
It’s about £70 so not a huge amount, it’s more the frustration and incompetence. 

When I fist contacted them I just wanted a straight answer as to why it hadn’t be paid. Instead it’s been months of frustrating nonsense and then what seems like a blatant lie. 

I will try the ASA and also let Sainsbury’s know. 

molerat

They are FCA regulated so you have the right to refer your complaint to the FOS as stated in their complaints procedure.  There is nothing in their terms that state you take a chance and they can simply fail to pay cashback unlike Quidco / TCB et al.

TeaCup

Thank you molerat. 

I will follow up with the FOS too. 

the_lunatic_is_in_my_head

molerat said:

They are FCA regulated so you have the right to refer your complaint to the FOS as stated in their complaints procedure.  There is nothing in their terms that state you take a chance and they can simply fail to pay cashback unlike Quidco / TCB et al.

Thanks, good point