Dosh dilemma: Sophie’s gift card shock

Sophie wanted to treat her 15-year-old nephew, Louis, for his birthday. He’s one of those teens who already seems to have everything, so she figured a gift card for his favourite sports brand was a safe bet.

She loaded it with a generous amount and sent it off, happy in the knowledge that Louis could pick out something he actually wanted.

Around six months later, Sophie received an email from the retailer. The gift card had expired, and not only that but a £3.99 inactivity fee had been charged. Sophie was gobsmacked.

She hadn’t noticed anything about expiry dates or fees when she bought it. So she rang Louis to ask him if the card had any such information printed on it. When he finally found it under a pile of football shirts, he said there was nothing about expiry dates or fees anywhere on the card.

So now Sophie’s wondering, was this even allowed and what are her rights?

What are your rights when it comes to gift cards or vouchers?

When you buy a gift card or voucher, the retailer is supposed to make any important terms, like expiry dates or inactivity fees, clear at the time of purchase.

If the small print was buried in a way that couldn’t reasonably be seen (like hidden on the back of a sealed card or inside packaging), or, worse still, not all at, you could potentially argue that the terms go against the principle of good faith.

In other words, the rules should be fair, open and clearly explained, not hidden away or sprung on you.

In Sophie’s case, if nothing was clearly stated at the time of purchase or on the card itself, she likely has grounds to make a complaint.

How to complain about a gift card

Contact the retailer or card issuer

Start by contacting the retailer of the gift card.

Be ready with:

• the gift card number
• the purchase date
• a receipt or proof of purchase

Explain what went wrong, such as if the card expired unexpectedly, a fee was charged, or it doesn’t work.

If the retailer can’t resolve the issue, you can take it further:

• Card issuer: some gift cards are managed by a third-party company, which may have its own complaints process.
• Financial Ombudsman Service (FOS): if you’ve tried all other options, you can escalate your complaint to the FOS.

Remember, always check the small print before buying and don’t be afraid to speak up if something doesn’t feel fair.