Virgin Money plc
Financial Ombudsman decision DRN-3884537 Upheld
Upheldoutcome, as published by the Ombudsman
£1,821redress stated in the decision
Tue May 10deadline 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, Payment delayed or failed
In the Ombudsman’s words
Mrs J complains about the way Clydesdale Bank Plc trading as Virgin Money handled her request for a refund in respect of flights she paid for using her credit card which did not go ahead.Card dispute or chargeback
Virgin Money accepted in its complaint response that it took too long to consider Mrs J’s request for help. I can see it did nothing with her claim between February and June 2022 which was an unreasonable length of time.Payment delayed or failed
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3884537.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.