ZILCH TECHNOLOGY LIMITED

Financial Ombudsman decision DRN-6283742 Upheld

Upheldoutcome, as published by the Ombudsman

£275redress stated in the decision

Wed Jun 03deadline to accept (not the decision date)

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Card dispute or chargeback, Service failure

In the Ombudsman’s words

Zilch only provided her with a refund for two of the five payments – payments 4 and 5 – saying the other three didn’t meet the chargeback criteria.Card dispute or chargeback

I found that Zilch had information on Mrs D being vulnerable... rather than receiving support and an efficient service she experienced: • A lack of clarity and transparency on the chargebacks which left her to think she was being ignored and treated inconsistently and unfairly. • Delays with her messages being unanswered for several days. • Unclear responses and requests for her to continuously repeat information, requests and questions.Service failure

Rules cited

FCA Consumer Duty (PRIN 2A), Consumer Credit Act 1974

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6283742.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.