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Clydesdale Bank Plc

Financial Ombudsman decision DRN-4090186 Upheld

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

Credit file reporting, Service failure

In the Ombudsman’s words

Virgin Money said that, because Mr B didn’t make the minimum payment requested in his statements, it was correct in reporting missed payments to the Credit Reference Agencies.Credit file reporting

Mr B received poor customer service, which Virgin Money has acknowledged to some extent. But I think this goes beyond the long call waiting times. It seems that there was an issue with the visibility and communication of Mr B’s account information around the time of the migration to Virgin Money.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4090186.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.