Clydesdale Bank Plc
Financial Ombudsman decision DRN-3946875 Upheld
Upheldoutcome, as published by the Ombudsman
£80redress stated in the decision
Mon Mar 06deadline 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
Mr C didn’t receive a refund and so raised a chargeback claim with Virgin Money in October 2021.Card dispute or chargeback
Virgin Money also told Mr C that under Section 75 of the Consumer Credit Act 1974, there was no breach of contract or misrepresentation caused by G. Therefore, Virgin Money didn’t think Mr C was owed a refund. However, Virgin Money did think Mr C was given poor customer service when they advised him to contact them but didn’t give him timings of when he should call alongside when they called Mr C but they weren’t able to access their disputes system due to a system error.Service failure
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3946875.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.